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.