Conduct regular manual and AI assisted quality audits of customer interactions (chats, tickets) to ensure compliance with established QA criteria, company standards, and policy requirements
Own standards for AI assisted quality audits, including prompt refinement, structured feedback loops, and continuous improvement of the QA AI tool
Evaluate performance using the established QA scorecard and ensure consistent, fair application of scoring methodology
Drive improvements to AI tool logic, workflows, and outputs based on QA insights and performance analysis
Perform qualitative and quantitative data analysis to identify trends, performance gaps, and root causes impacting Customer Happiness, resolution quality, and overall support effectiveness
Monitor AI performance trends and proactively lead initiatives to improve accuracy, compliance, and customer experience
Provide structured, actionable feedback to agents through written reports and coaching sessions
Partner closely with Trainers, Team Leads, and CX stakeholders to translate QA insights into targeted improvement initiatives
Identify inefficiencies or gaps in QA workflows and proactively propose process improvements to increase impact and scalability
Continuously refine QA documentation, frameworks, and evaluation processes

2+ years of experience in Quality Assurance in Customer Support or a similar role, preferably in a fast-paced environment.
Strong understanding of QA methodologies, scorecards, and customer experience standards
Experience working with AI-assisted QA tools, including exposure to prompt refinement or AI workflow improvements
Strong analytical skills with the ability to interpret both qualitative and quantitative data and translate insights into actionable improvements
Experience optimizing QA workflows and driving continuous improvement initiatives
Collaborative mindset and experience working with cross-functional stakeholders (eg training, Ops, CX).
Strong communication skills and high attention to detail
Nice to have: Experience working within structured BPO / external vendor operating models (including quality reporting, vendor performance management)
Nice to have: Experience working with data visualization or reporting tools
Nice to have: Experience contributing to or owning improvements in QA scorecards, coaching frameworks, or evaluation methodologies

Quality Assurance Specialist

Key skills