Voice AI QA Analyst

Job Summary

Working remotely in a full-time capacity, the Voice AI QA Analyst will conduct user acceptance testing on AI voice agents, monitor their performance post-launch, and analyze call data to identify improvement opportunities for client-facing communications.

Key responsibilities

• Conduct structured user acceptance testing (UAT) on AI voice agents, documenting defects and edge cases prior to client launch
• Monitor live agent performance using call-level quality assurance and aggregate performance metrics, providing actionable insights for improvement
• Prepare quarterly client performance reports in collaboration with Customer Success, combining quantitative analysis with qualitative insights

Required qualifications

• 2-4 years of experience in QA, quality analysis, or operations analysis, preferably in a consumer lending contact center or voice-based environment
• Familiarity with US consumer lending laws and regulations such as FDCPA, TCPA, ECOA, and SCRA
• Strong ability to analyze quantitative data and identify trends using spreadsheets or data analysis tools
• Clear written communication skills for defect reports and client-facing performance summaries
• Experience in providing and receiving detailed feedback on quality issues