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
1–4 years of experience in QA / Contact Center Quality Assurance.
Solid 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

📌 Quality Analyst (Chennai)
🏢 FULL Creative
📍 Chennai