About the Role
Roles and responsibilities
Perform quality evaluations of customer interactions using both manual and AI-assisted evaluation workflows.
Validate AI-generated QA scores and ensure alignment with defined quality frameworks.
Conduct targeted call and interaction scrubbing based on AI-identified risk signals.
Ensure adherence to SOPs, compliance requirements, and customer experience standards.
Leverage AI-based insights to prioritise interactions requiring QA intervention.
Focus QA effort on high-risk interactions instead of random sampling.
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