Quality Analyst (AI-Assisted) – Remote

About the role

We are looking for a Quality Analyst to perform quality evaluations of customer interactions using both manual and AI‑assisted evaluation workflows.

Key responsibilities

• Perform quality evaluations of customer interactions using manual and AI‑assisted workflows.
• Validate AI‑generated QA scores and ensure alignment with defined quality frameworks.
• Conduct targeted call and interaction scrubbing based on AI‑identified risk signals.
• Leverage AI‑based insights to prioritize high‑risk interactions for QA intervention.
• Escalate critical quality concerns and behavioural risks.
• Analyze QA datasets to identify failing parameters, agent behaviour patterns, and customer experience gaps.
• Support creation and maintenance of dashboards within the QMS and monitor contact‑centre quality health.
• Participate in QA calibration sessions and recommend improvements to scorecards and evaluation frameworks.

Required profile

• 1–4 years of experience in QA / Contact Center Quality Assurance.
• Strong understanding of contact‑centre operations across voice, chat and email.
• Ability to identify behavioural patterns, quality risks and interpret large datasets.
• Experience working with cross‑functional and global teams (US, UK, Canada, India).
• Excellent verbal and written communication skills; English proficiency at C1 level or above.

Required skills

• Google Sheets (advanced formulas such as ARRAYFORMULA, QUERY).
• Microsoft Excel (advanced formulas and data transformation).
• BI tools – Looker Studio or similar.
• Data analysis and reporting.
• Understanding of AI‑assisted QA concepts and ability to work with AI‑generated outputs.