QA Analyst (AI-Powered QA)

About the role

QA Analyst on a retention-first CX agency team that uses an AI quality-monitoring platform to evaluate customer interactions, validate AI findings, and protect client revenue.

What you'll do

• Monitor QA systems, Sentinel alerts, flags, trends, and potential compliance risks
• Review calls, emails, chats, and AI-scored interactions to validate scoring accuracy
• Validate AI-generated findings against actual interactions and identify false positives or missed behaviors
• Identify recurring agent, team, client, or process-level issues and escalate risks
• Translate QA findings into coaching insights and recommend process improvements

Requirements

• Recent experience within QAM
• Strong experience auditing customer-service, retention, and/or sales interactions
• Comfortable working with QA platforms, dashboards, spreadsheets, and AI-generated data
• Excellent written and spoken English
• Overnight shift required (EST coverage), Monday–Friday

About OnlineJobs.ph client

Hiring manager posting on OnlineJobs.ph, a Philippines-focused remote job board.

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