Quality Insight Analyst
VirtualVocationsClearwater, Florida, United Statesjob_description.job_card.variable_days_ago
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job_description.job_card.job_description
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
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