Quality Assurance Senior Analyst

Responsible for building and maintaining relationships across teams to guarantee quality standards and customer experience satisfaction. Lead quality projects that directly affect customer experience and the business’s efficiency, modernizing the QA ecosystem through AI‑driven insights and advanced data extraction.

Responsibilities

• Track customer feedback to identify successes, gaps, and non‑conformity issues using robust processes and AI‑powered sentiment analysis.
• Focus on the entire customer journey to suggest process improvement and issue resolution.
• Collaborate with BPOs on performance improvement, reporting, and data‑driven implementation of change.
• Monitor and evaluate customer interactions, leveraging AI tools to scale coverage and identify patterns across support channels.
• Write and optimize SQL scripts to manage BigQuery databases and automate performance insights....