Quality Analyst

Roles and responsibilities

-
Perform quality evaluations of customer interactions using both manual and AI-assisted evaluation 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.

-
Ensure adherence to SOPs, compliance requirements, and customer experience standards.

-
Leverage AI-based insights to prioritise interactions requiring QA intervention.

-
Focus QA effort on high-risk interactions instead of random sampling.

-
Escalate critical quality concerns and behavioural risks.

-
Analyze QA datasets to identify top failing parameters, agent behaviour patterns, customer experience gaps.

-
Work with structured datasets ( Google Sheets/MS Excel ) to generate actionable insights.

-
Support creation and maintenance of dashboards within QMS.

-
Provide feedback on feature enhancements related to AI models & functions in QMS.

-
Use QMS dashboards to monitor contact centre quality health, agent performance trends, experience metrics. (customer sentiment, interaction outcomes)

-
Take proactive action based on insights. (scrubbing, escalation, coaching recommendations)

-
Participate in QA calibration sessions to ensure scoring consistency.

-
Recommend improvements to scorecards, parameters, and evaluation frameworks.

-
Contribute to evolving QA processes toward AI-first quality assurance models.