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.
- Robust 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 perf

📌 Quality Analyst (Chennai)
🏢 FULL Creative
📍 Chennai