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.