Senior Quality Assurance Analyst

• Build and maintain AI categories, score components, and phrase libraries, tuning them to improve precision, recall, and insight relevance
• Translate dissatisfaction, repeat-contact, escalation, silence, dead-air, and policy-breach patterns into recommendations with expected impact and owners
• Align AI outputs to QA scorecards and validate correlation with FCR, CSAT/NPS, SLA, reopen rates, and compliance outcomes
• Partner with QA and Team Leads to create coachable moments, targeted huddles, and job aids; measure effects through controlled sampling
• Identify knowledge gaps and content opportunities; collaborate with KCS/KB owners to improve findability, reuse, and deflection
• Build weekly and monthly Excel/Tableau reports with narratives, trends, and prioritized actions
• Monitor ingestion health, metadata mappings, PHI/PII redaction and masking rules, user access, and analytic-asset version control
• Work with operations and IT to operationalize process, policy, knowledge, training, and automation fixes
• Run experiments, including A/B tests where practical, document outcomes, and iterate to improve category accuracy and downstream performance
• Compile observation reports and deliver briefings using deep-dive, root-cause, SWOT, regression, and AI-enhanced statistical methodologies
• Drive customer value through quantifiable results and AI-informed organizational change recommendations
• Provide thought leadership on AI-powered use cases and conversational-intelligence trends
• Perform special projects and other duties as required

• At least 2 years of equivalent work experience in analytics, AI, or CX automation (Required)
• More than 3 years of experience with Quality Assurance in a technical and/or medical background
• Typically requires a Bachelor’s degree and a minimum of 5–8 years of related experience
• Competence in statistical analysis methods and data visualization techniques for large speech-sample datasets
• Hands-on experience applying AI/ML concepts to NLP, speech analytics, conversational AI, and predictive modeling in customer experience contexts
• Familiarity with contact center operations and AI/automation for customer experience improvement
• Knowledge of syntax, Boolean operators, and database query languages
• Experience optimizing search and categorization through ML techniques
• Python, R, or other programming languages for advanced data preprocessing and model evaluation is a plus
• Knowledge of ethical AI, bias detection, and governance in automated decision-making
• Strong understanding of business strategy, data visualization, AI insights, and KPI measurement for CX automation
• Fluency in iterative model training, analysis, and testing processes
• Ability to critically analyze speech data, identify patterns, and draw meaningful conclusions
• Knowledge of root-cause analysis and quality tools
• Excellent attention to detail and accuracy
• Outstanding analytical and structured problem-solving skills
• Ability to resolve complex issues
• Strong time management and prioritization skills
• Excellent verbal and written communication, interpersonal, and listening skills
• Ability to work in a team environment, multitask, and manage conflict
• Ability to work effectively under pressure
• Strong customer service orientation
• Willingness to stay updated through continuous learning and professional development

• A full and comprehensive benefits program
• Growth opportunities on a global scale
• Access to career development through in-house learning programs and/or qualified tuition reimbursement
• An exciting and innovative, industry-leading organization committed to employees, customers, and communities
• Life-changing CGM technology exposure
• 0–5% travel requirement