- Perform quality evaluations of customer interactions using both manual and AI-assisted evaluation workflows.
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Validate AI-generated QA scores and ensure alignment with defined quality frameworks.
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Conduct targeted call and interaction scrubbing based on AI-identified risk signals.
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Ensure adherence to SOPs, compliance requirements, and customer experience standards.
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Leverage AI-based insights to prioritise interactions requiring QA intervention.
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Focus QA effort on high-risk interactions instead of random sampling.
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Escalate critical quality concerns and behavioural risks.
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Analyze QA datasets to identify top failing parameters, agent behaviour patterns, customer experience gaps.
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Work with structured datasets (Google Sheets/MS Excel) to generate actionable insights.
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Support creation and maintenance of dashboards within QMS.
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Provide feedback on feature enhancements related to AI models & functions in QMS.
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Use QMS dashboards to monitor contact centre quality health, agent performance trends, experience metrics. (customer sentiment, interaction outcomes)
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Take proactive action based on insights. (scrubbing, escalation, coaching recommendations)
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Participate in QA calibration sessions to ensure scoring consistency.
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Recommend improvements to scorecards, parameters, and evaluation frameworks.
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Contribute to evolving QA processes toward AI-first quality assurance models.
- 1–4 years of experience in QA / Contact Center Quality Assurance.
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Strong understanding of contact centre operations. (voice, chat, email)
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Experience in QA monitoring, evaluation frameworks, and calibration processes.
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Ability to identify behavioural patterns and quality risks.
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Proficiency in Google Sheets/MS Excel (Formulas - ARRAYFORMULA, QUERY, etc.) for data structuring and transformation.
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Experience with BI tools such as Looker Studio or similar is preferred.
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Ability to interpret and analyze large datasets.
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Understanding of performance metrics such as ratios (e.g. disconnect rate, short call rate) trends and anomalies.
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Basic understanding of AI-assisted QA concepts such as automated call evaluation, sentiment analysis, pattern detection.
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Ability to work with AI-generated outputs and validate their accuracy.
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Openness to adapting to AI-driven workflows and automation.
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Ability to provide clear, actionable feedback to agents, leads & operations.
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Experience working with cross-functional teams. (QA, Operations, Product, Engineering)
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Experience working with global teams located in different regions. (US, UK, Canada & India)
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Strong verbal and written communication skills.
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Language Proficiency - Must be C1 or above. (CEFR)
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Exposure to data analysis & reports.
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A private workroom with the ambience to handle calls.
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Ready for Video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere.
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Good Internet speed (Above 100 MBPS Download and Upload) with the ability to be wired (LAN).
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Power backup (if you have frequent power cut issues).
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!
