Job Description
Quality Analyst
n Rifa AI | Full time | 1.5 to 3 years of experience
nAbout Rifa AI
n 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.
nWhat you will do
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- Audit voicebot and chatbot conversations against SOPs, compliance rules, and quality standardsn
- Build and maintain QA scorecards and audit frameworks for new and existing bot flowsn
- Run root cause analysis on failed or flagged interactions and document findings clearlyn
- Track quality trends, error patterns, and KPIs, and report them to product and engineeringn
- Run calibration sessions with auditors to keep scoring consistentn
- Give structured feedback that turns into Linear tickets, SOP updates, or prompt changesn
- Support release testing by validating bot behaviour before and after deploymentsn

nWhat we are looking for
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- 1.5 to 3 years in a Quality Analyst or QA role with hands on audit experience across voice, chat, or email channelsn
- Strong grasp of scorecard design, RCA, calibration, and quality trend analysisn
- Advanced Excel skills: pivot tables, VLOOKUP, data validation, and clean reportingn
- Comfort working with SOPs, SLAs, and compliance requirements in a regulated settingn
- Clear written communication; your audit notes will be read by engineers and clientsn
- Attention to detail and the patience to listen to a lot of callsn

nGood to have
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- Exposure to Power Automate or any workflow automation tooln
- Experience in fintech, collections, or BFSIn
- Familiarity with AI voicebot or chatbot productsn
- A track record of performance recognition in previous rolesn

nWorking hours
n Night shift aligned to US business hours.

📌 Quality Analyst (Indore)
🏢 Rifa AI
📍 Indore