Quality Analyst

Lumina Datamatics; Maharashtra; On-site; INR 360,000 - 480,000; Full time

Job summary

Lumina Datamatics Inc. is seeking a detail-oriented Executive/Senior Executive to audit AI chatbot conversations and IVR call recordings, identifying defects and documenting issues. You will use Excel for trackers, analyze patterns, categorize defects, and escalate complex issues when needed.

Eligibility includes graduate status, a minimum typing speed of 30 WPM, and HR IQ/analytical assessment. The role may require rotational shifts during Indian holidays and adherence to SLAs.

Qualifications

• Graduate in any discipline.
• Typing speed of minimum 30 WPM.
• Must clear HR's IQ/analytical assessment.
• Basic familiarity with chatbot workflows and IVR systems.
• Familiarity with QA processes and defect categorization frameworks.

Responsibilities

• Review chatbot conversation logs and IVR call recordings.
• Identify defects such as incorrect responses, misleading information, broken flows, escalation failures, or compliance gaps.
• Categorize defects based on predefined taxonomies and quality frameworks.
• Flag critical customer-impacting issues for immediate attention.
• Analyze recurring issues and highlight patterns in bot or IVR performance.
• Validate ML-flagged conversations and confirm defect accuracy.
• Escalate unresolved or complex issues to relevant stakeholders via email or project management tools.
• Suggest corrective actions and process improvements.
• Develop a strong understanding of QA guidelines and conversation review SOPs.
• Ensure adherence to compliance standards and regulatory requirements.
• Identify and report gaps in SOPs or quality frameworks for enhancement.
• Use Excel for maintaining trackers, analysis, and reporting.
• Leverage web research and internal knowledge bases for accurate validation.
• Maintain accurate defect logs and productivity trackers.
• Document defect trends, root causes, and recommendations for improvement.

Skills

Excel proficiency

QA processes

Defect categorization

Analytical thinking

Communication skills

Typing speed 30 WPM

MS Office

Education

Graduate degree

Tools

MS Office

Job description

Job Overview

We are seeking a detail-oriented and proactive Executive/Senior Executive to support a Chatbot & IVR Conversation Review Project. The role involves auditing AI chatbot conversations and IVR call recordings to identify defects, inaccuracies, compliance gaps, and customer experience issues. The ideal candidate should possess strong analytical skills, excellent written communication, and the ability to categorize and document conversation defects accurately.

Key Responsibilities

1. Conversation Review & Defect Identification

• Review chatbot conversation logs and IVR call recordings.
• Identify defects such as incorrect responses, misleading information, broken flows, escalation failures, or compliance gaps.
• Categorize defects based on predefined taxonomies and quality frameworks.
• Flag critical customer-impacting issues for immediate attention.

2. Quality Analysis & Resolution

• Analyze recurring issues and highlight patterns in bot or IVR performance.
• Validate ML-flagged conversations and confirm defect accuracy.
• Escalate unresolved or complex issues to relevant stakeholders via email or project management tools.
• Suggest corrective actions and process improvements.

3. SOP Compliance & Governance

• Develop a strong understanding of QA guidelines and conversation review SOPs.
• Ensure adherence to compliance standards and regulatory requirements.
• Identify and report gaps in SOPs or quality frameworks for enhancement.

4. Tools & Technology Utilization

• Use Excel for maintaining trackers, analysis, and reporting.
• Leverage web research and internal knowledge bases for accurate validation.

5. Reporting & Documentation

• Maintain accurate defect logs and productivity trackers.
• Document defect trends, root causes, and recommendations for improvement.

Mandatory Skills & Qualifications

Technical Skills:

• Proficiency in MS Office (especially Excel).
• Basic understanding of chatbot workflows and IVR systems.
• Familiarity with QA processes and defect categorization frameworks.

Soft Skills

• Excellent written and verbal communication skills.
• Strong analytical and critical-thinking abilities.
• High attention to detail and accuracy.
• Ability to work independently under pressure and meet SLAs.
• Flexibility to work rotational shifts and on Indian holidays, if required.

Eligibility Criteria

• Graduate in any discipline.
• Must clear an IQ/analytical assessment conducted by HR.
• Typing speed of minimum 30 WPM.

Preferred Qualifications

• Prior experience in chatbot/IVR quality auditing.
• Experience in customer experience (CX), conversational AI, or voice process QA.