Call Quality Analyst

Job Title: AI Call Quality Analyst

Job Overview:
We’re looking for a detail-oriented AI Call Quality Analyst to monitor and review customer call logs for our AI-powered phone system. This person will be responsible for listening to inbound and outbound calls across multiple customer accounts after they go live. The goal is to identify any issues with AI performance before our customers do—ensuring smooth, natural, and accurate conversations.

Responsibilities:
Regularly monitor call logs and listen to AI-handled phone calls.
Identify and report issues such as:
Latency or delays in response time
Choppy or unnatural conversation flow
Mispronunciations or incorrect phrasing
AI failing to follow the expected prompt logic
Document and escalate findings to the team for necessary adjustments.
Over time, receive training to implement minor corrections and optimizations directly.

Requirements:
Strong attention to detail and ability to recognize conversational inconsistencies.
Excellent listening and analytical skills.
Ability to clearly document findings and communicate issues.
Experience in customer service, quality assurance, or AI interactions is a plus.
Familiarity with AI-driven conversations or voice-based systems is a bonus.

This role starts with identifying issues, but as you gain experience, you’ll have opportunities to learn how to refine and improve AI responses yourself. If you’re interested in shaping the future of AI-driven communication, we’d love to have you on board.