Senior Quality Analyst

Job Summary

Driving quality consistency and operational integrity, the full-time Senior Quality Analyst will review customer interactions for compliance and risk while leveraging AI-assisted tools to deliver actionable insights and support continuous improvement in a remote or hybrid environment.

Key responsibilities

• Review customer interactions to assess compliance, risk, and quality standards, leading calibration efforts for consistent evaluations
• Provide actionable feedback on customer interactions, identifying strengths and opportunities for coaching and performance improvement
• Utilize AI-assisted tools and qualitative analysis to uncover patterns and trends in customer interactions, translating insights into operational recommendations

Required qualifications

• 2-4+ years of experience in Quality Assurance or a related Customer Experience role, ideally in a fast-paced or regulated environment
• Strong quality judgment and systems thinking to identify patterns and root causes across processes and tooling
• Experience with AI-assisted quality tooling to analyze customer interactions and improve operational decision-making
• Proven cross-functional communication skills to build trust and align stakeholders on improvement actions
• Adaptability and a continuous improvement mindset to operate effectively in evolving environments