AI Quality Analyst (Conversation Intelligence & Evaluation)

AI Quality Analyst (Conversation Intelligence & Evaluation)

We are seeking a detail-oriented and insight-driven AI Quality Analyst to evaluate the performance of AI-powered customer interactions across voice and chat channels. This role focuses on ensuring that AI agents deliver accurate, empathetic, and business-aligned responses while continuously surfacing opportunities for model and workflow improvement. The ideal candidate will combine analytical precision, QA discipline, and data storytelling to transform large volumes of conversational data into actionable insights. You will help bridge the gap between raw AI performance metrics and meaningful business outcomes—guiding both internal stakeholders and clients on where AI is adding value and where it needs refinement. This is not a call review position—it’s an intelligence role that requires curiosity, pattern recognition, and the ability to see beyond surface-level metrics.

Key Responsibilities

AI Interaction Evaluation

• Evaluate AI-handled customer and sales interactions for accuracy, intent recognition, tone, compliance, and effectiveness.
• Identify gaps, hallucinations, misclassifications, or missed intents in AI responses.
• Provide structured and qualitative feedback on conversational quality and system performance.
• Maintain consistent scoring rubrics and calibration across evaluation sets.

Data Analytics & Insight Generation

Quality Assurance & Tooling

Collaboration & Reporting

Continuous Learning & Domain Growth

Requirements

Nice to Have

Benefits

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