5 дней назад
Quality Analyst (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Quality Analyst (AI and Quality Assurance): Monitoring customer interactions, operational controls, and AI-assisted quality outputs with an accent on risk detection, data analysis, and continuous improvement. Focus on identifying root causes, validating AI scoring models, building performance dashboards, and translating quality signals into remediation strategies.
Location: Bogota, Colombia; hybrid work with office attendance expectations confirmed by the Hiring Manager
Company
is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.
What you will do
- Perform end-to-end quality reviews of customer interactions across voice, chat, email, case, and back-office channels.
- Monitor quality, risk, and control data to identify trends, systemic issues, emerging risks, and root causes.
- Review assisted and automated AI scoring outputs and provide structured feedback to improve model performance.
- Build quality, risk, and performance reporting using dashboards and visual analytics.
- Partner with Operations, Training, Client Care leadership, and risk stakeholders to design remediation and process improvement actions.
- Present concise, decision-ready narratives and executive materials that support governance and performance improvements.
Requirements
- At least 2 years of work experience with a Bachelor’s or advanced degree.
- Experience in quality assurance, testing, risk, or control monitoring within a customer service or operations environment.
- Strong analytical and critical-thinking skills, including trend, root-cause, and performance-gap analysis.
- Proficiency with Microsoft Office tools and experience working across multiple systems and data sources.
- Experience analyzing quality signals from human-delivered and AI-delivered interactions.
- Ability to document findings clearly, communicate insights, and collaborate with cross-functional stakeholders.
Nice to have
- Experience with Power BI, Tableau, or similar data visualization and analytics tools.
- Familiarity with AI-enabled quality tools, speech and text analytics, assisted scoring, and automated quality outputs.
- Experience translating quality outputs into coaching, remediation, or process improvement priorities.
Culture & Benefits
- Individual contributor role with influence across Client Care, Operations, Training, and Risk.
- Participation in calibration sessions, governance forums, and quality consistency reviews.
- Opportunity to apply AI-assisted quality intelligence and advanced analytics to operational risk governance.
- Hybrid work arrangement with office attendance expectations set by the Hiring Manager.
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