Client Care Quality Analyst

Key Responsibilities:

Quality & Risk Monitoring:

• Perform end‑to‑end quality reviews of customer interactions across voice, chat, email, case, and back‑office channels, ensuring accuracy, consistency, and compliance with documented standards.  
• Support human‑in‑the‑loop AI quality monitoring, including reviewing assisted and automated scoring outputs and providing structured feedback to improve model performance. 
• Identify quality defects, compliance risks, behavioral gaps, and control failures through manual and AI‑enabled analysis. 

Analysis & Insight Generation:

• Analyze quality, risk, and control data across segments, channels, and time to identify trends, systemic issues, and emerging risk themes.  
• Translate quality and control findings into measurable business impact, connecting defects to process, policy, or behavioral drivers.  
• Compile, analyze, and deliver regular quality, risk, and performance reporting to Client Care leadership using dashboards and visual analytics.  

Consultative Partnership & Influence:

• Partner with Operations, Training, and Functional Leaders to reframe defects as process or policy gaps and co‑design targeted improvement actions. 
• Lead and participate in calibration sessions, governance forums, and quality consistency reviews to ensure alignment across teams, vendors, and AI models. 
• Serve as a trusted quality and risk advisor, influencing decisions, remediation priorities, and performance improvement strategies without direct people management.  

AI‑Enabled Quality & Governance:

• Leverage AI tools (e.g., Copilot, assisted scoring, topic mining, speech and text analytics) to accelerate insight generation while validating AI outputs for accuracy and defensibility.  
• Identify systematic gaps in Auto/AI scoring and support governance efforts to improve model signal fidelity and exception handling. 
• Apply AI‑driven quality signals to prioritize high‑risk interactions and focus remediation efforts where impact is greatest. 

Communication & Presentation:

• Synthesize complex findings into clear, audience‑specific narratives that articulate what changed, why it matters, and what action is required.  
• Deliver concise insight briefs and executive‑ready materials that drive understanding, alignment, and action.  

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.