Quality Insight Analyst

A company is looking for a Quality Insight and Sentiment Analyst.

Key Responsibilities

Analyze customer interactions across various channels to identify trends in behavior, performance, and sentiment

Conduct audits and calibration reviews to validate AI sentiment scoring and ensure consistency

Deliver reports connecting emotional drivers to KPIs and provide actionable recommendations

Required Qualifications

1-3 years in contact center QA, CX analytics, behavioral research, or customer insights

Familiarity with QA scorecards, performance metrics, and CX measurement tools

Hands-on experience with RCA frameworks (e.g., 5 Whys, Fishbone)

Analytical fluency to interpret large data sets and provide clear recommendations

Experience with AI-powered QA platforms and sentiment analysis platforms is preferred