About the job
Roles and Responsibilities
Conduct thorough quality evaluations of customer interactions using both manual and AI-assisted workflows.
Validate AI-generated quality assurance scores to ensure consistency with established quality standards.
Perform targeted call and interaction scrubbing based on identified AI risk signals.
Ensure compliance with SOPs, regulatory requirements, and customer experience benchmarks.
Utilize AI-driven insights to prioritize interactions that require quality assurance intervention.
Direct QA efforts towards high-risk interactions rather than random sampling.
Escalate significant quality issues and behavioral risks as needed.
Analyze QA datasets to pinpoint critical failing parameters, agent behavior patterns, and gaps in customer experience.
Work with structured datasets, utilizing Google Sheets or MS Excel, to derive actionable insights.
Assist in creating and maintaining dashboards within the Quality Management System (QMS).
Provide constructive feedback on feature enhancements related to AI models and functions in the QMS.
Leverage QMS dashboards to monitor contact center quality health, track agent performance trends, and evaluate experience metrics (including customer sentiment and interaction outcomes).
Take proactive measures based on insights, including scrubbing, escalation, and coaching recommendations.
Participate in QA calibration sessions to maintain scoring consistency across evaluations.
Recommend enhancements to scorecards, parameters, and evaluation frameworks.
Contribute to the evolution of QA processes towards AI-first quality assurance models.
