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.