Call Quality Analyst
Experience Requirements:
1β3 years of experience in Quality Analysis, contact center QA, or process excellence
Other Requirements:
Good understanding of quality frameworks and SLA-driven environments
Hands-on experience with AI tools and cloud-based platforms
Ability to use ChatGPT, Convin AI, or similar tools for insights
Strong analytical, communication, and problem-solving skills
Comfortable working in fast-paced, tech-first environments
Responsibilities:
Conduct quality audits for client accounts to ensure SLA adherence
Use AI-driven tools to improve audit efficiency and generate insights
Support creation and maintenance of SOPs, scorecards, and frameworks
Analyze audit findings and provide data-backed improvement recommendations
Collaborate with CSMs, Product, and Engineering to support improvements
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