As a Quality Analyst in a BPO environment, you’ll be responsible for assessing interactions, processes, and outputs to ensure they align with client expectations, compliance standards, and internal KPIs. You’ll identify performance gaps, provide actionable feedback, and collaborate with training and operations teams to drive continuous improvement and deliver exceptional service quality.

Key Responsibilities:

• Evaluate and audit data accuracy, AI model performance, and workflows
• Identify process inefficiencies and compliance gaps
• Develop quality assurance reports and improvement plans
• Collaborate with training and operations teams to optimize procedures
• Ensure adherence to company standards and client expectations

Qualifications:

• Strong analytical and problem-solving skills
• Experience with QA frameworks, data validation, and performance monitoring
• Proficiency in Excel, SQL, Power BI, or other data analytics tools
• Knowledge of AI model training, trust & safety, or CX processes (a plus)
• Excellent attention to detail, documentation, and reporting skills
• Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field (or equivalent experience)
• 2–4 years of experience in quality assurance, process auditing, or data analysis
• Experience in AI, content moderation, or customer experience (preferred)
• English proficiency (other languages a plus)