Quality Analyst
Rifa AI | Full time | 1.5 to 3 years of experience
About Rifa AI
Rifa AI builds voice and chat AI agents for enterprise clients. Our bots handle live conversations at scale, and every conversation has to meet strict compliance, accuracy, and quality standards. The Quality Analyst makes sure they do.
What you will do
Audit voicebot and chatbot conversations against SOPs, compliance rules, and quality standards
Build and maintain QA scorecards and audit frameworks for new and existing bot flows
Run root cause analysis on failed or flagged interactions and document findings clearly
Track quality trends, error patterns, and KPIs, and report them to product and engineering
Run calibration sessions with auditors to keep scoring consistent
Give structured feedback that turns into Linear tickets, SOP updates, or prompt changes
Support release testing by validating bot behaviour before and after deployments
What we are looking for




1.5 to 3 years in a Quality Analyst or QA role with hands on audit experience across voice, chat, or email channels
Strong grasp of scorecard design, RCA, calibration, and quality trend analysis
Advanced Excel skills: pivot tables, VLOOKUP, data validation, and clean reporting
Comfort working with SOPs, SLAs, and compliance requirements in a regulated environment
Clear written communication; your audit notes will be read by engineers and clients
Attention to detail and the patience to listen to a lot of calls
Valuable to have
Exposure to Power Automate or any workflow automation tool
Experience in fintech, collections, or BFSI
Familiarity with AI voicebot or chatbot products
A track record of performance recognition in previous roles
Working hours
Night shift aligned to US business hours.

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