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.