Description
This role involves performing quality evaluations of customer interactions, utilizing manual and AI-assisted methods. Responsibilities include validating AI-generated QA scores, conducting targeted call and interaction scrubbing, ensuring compliance with SOPs, leveraging AI insights for prioritization, focusing QA efforts on high-risk interactions, escalating critical concerns, analyzing QA datasets, working with structured datasets like Google Sheets/MS Excel, supporting dashboard creation, providing feedback on AI model enhancements, monitoring contact center quality health, taking proactive actions based on insights, participating in QA calibration sessions, recommending process improvements, and contributing to evolving AI-first quality assurance models.
