Quality Analyst

Quality Analyst role involves performing quality evaluations of customer interactions, validating AI-generated QA scores, and analyzing QA datasets to identify trends and gaps. The role requires strong understanding of contact centre operations, proficiency in data structuring and transformation, and ability to interpret and analyze large datasets.

Requirements

• 1–4 years of experience in QA / Contact Center Quality Assurance
• Strong understanding of contact centre operations (voice, chat, email)
• Experience in QA monitoring, evaluation frameworks, and calibration processes
• Proficiency in Google Sheets/MS Excel (Formulas - ARRAYFORMULA, QUERY, etc.) for data structuring and transformation
• Experience with BI tools such as Looker Studio or similar is preferred
• Ability to interpret and analyze large datasets
• Understanding of performance metrics such as ratios (e.g. disconnect rate, short call rate) trends and anomalies
• Basic understanding of AI-assisted QA concepts such as automated call evaluation, sentiment analysis, pattern detection
• Ability to work with AI-generated outputs and validate their accuracy
• Openness to adapting to AI-driven workflows and automation
• Ability to provide clear, actionable feedback to agents, leads & operations
• Experience working with cross-functional teams (QA, Operations, Product, Engineering)
• Experience working with global teams located in different regions (US, UK, Canada & India)
• Strong verbal and written communication skills
• Language Proficiency - C1 or above (CEFR)
• Exposure to data analysis & reports