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.
Must have
- 14 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.
- Ability to identify behavioural patterns and quality risks.
- 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 - Must be C1 or above. (CEFR)
- Exposure to data analysis & reports.
Workspace requirements
- A private workroom with the ambience to handle calls.
- Ready for Video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere.
- Good Internet speed (Above 100 MBPS Download and Upload) with the ability to be wired (LAN).
- Power backup (if you have frequent power cut issues).
About us
We are a Portland-based SaaS product company on a mission to empower businesses to work from Anywhere. Our global team of engineers, designers, testers, product experts, customer experience associates, and marketers come together to create a better way to work. Our products and services help businesses to be more productive, flexible, and scalable. Together, we can change the way the world works!
