Senior Quality Assurance Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Develop and sustain AI categories, score components, and phrase libraries, refining them to enhance precision, recall, and relevance of insights.

• Convert patterns of dissatisfaction, repeat contacts, escalations, silence, dead air, and policy breaches into actionable recommendations with anticipated impacts and designated owners.

• Align AI outputs with QA scorecards and verify correlation with FCR, CSAT/NPS, SLA, reopen rates, and compliance results.

• Collaborate with QA and Team Leads to create coachable moments, targeted huddles, and job aids; assess impacts through controlled sampling.

• Identify knowledge deficiencies and content opportunities; work with KCS/KB owners to enhance findability, reuse, and deflection.

• Generate weekly and monthly reports in Excel/Tableau featuring narratives, trends, and prioritized actions.

• Oversee ingestion health, metadata mappings, PHI/PII redaction and masking protocols, user access, and analytic asset version control.

• Collaborate with operations and IT to implement process, policy, knowledge, training, and automation enhancements.

• Conduct experiments, including practical A/B tests, document outcomes, and iterate for improved category accuracy and downstream performance.

• Compile observation reports and deliver briefings utilizing deep-dive, root-cause, SWOT, regression, and AI-based statistical methodologies.

• Foster customer value through measurable results and AI-informed organizational change recommendations.

• Provide thought leadership on AI-driven use cases and trends in conversational intelligence.

• Undertake special projects and additional duties as necessary.

⛳️ Requirements

• Minimum of 2 years of relevant experience in analytics, AI, or customer experience automation (Required).

• Over 3 years of experience in Quality Assurance within a technical or medical arena.

• Generally requires a Bachelor’s degree and at least 5–8 years of related experience.

• Proficiency in statistical analysis methods and data visualization techniques for extensive speech-sample datasets.

• Practical experience in applying AI/ML concepts to NLP, speech analytics, conversational AI, and predictive modeling in customer experience settings.

• Familiarity with contact center operations and AI/automation aimed at enhancing customer experience.

• Understanding of syntax, Boolean operators, and database query languages.

• Experience in optimizing search and categorization via machine learning techniques.

• Proficiency in 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 grasp of business strategy, data visualization, AI insights, and KPI measurement for customer experience automation.

• Fluency in iterative model training, analysis, and testing procedures.

• Ability to critically analyze speech data, recognize patterns, and derive meaningful conclusions.

• Familiarity with root-cause analysis and quality tools.

• Exceptional attention to detail and accuracy.

• Strong analytical and structured problem-solving capabilities.

• Proficiency in resolving complex issues.

• Effective time management and prioritization skills.

• Excellent verbal and written communication, interpersonal, and listening abilities.

• Capacity to work collaboratively in a team setting, manage multiple tasks, and handle conflict.

• Ability to perform effectively under pressure.

• Strong customer service orientation.

• Commitment to continuous learning and professional development.

🏝️ Benefits

• A comprehensive and inclusive benefits program.

• Opportunities for growth on a global scale.

• Access to career development through internal learning programs and/or eligible tuition reimbursement.

• An exciting and innovative organization that leads the industry, committed to employees, customers, and communities.

• Exposure to transformative CGM technology.

• Travel requirement of 0–5%.