AI-Driven Quality Assurance & Optimization Analyst

Expansion Capital Group; Sandy (UT); On-site; USD 55,000 - 85,000; Full time

Job summary

Expansion Capital Group seeks a Quality Assurance & AI Optimization Analyst to strengthen QA across Merchant Support, Renewals, Direct Sales, and Underwriting. You will audit interactions, validate AI-driven evaluations, and improve scorecards while partnering with leaders to reduce manual review workload.

The role emphasizes AI-assisted quality auditing, rigorous criteria development, and responsible automation to balance technology with human oversight.

Qualifications

• Experience in QA or quality auditing across multiple departments.
• Ability to translate policies and requirements into measurable criteria.
• Familiarity with AI-enabled QA tools and calibration processes.

Responsibilities

• Conduct quality audits across Merchant Support, Renewals, Direct Sales, and Underwriting.
• Evaluate interactions for compliance with policies, procedures, and customer experience standards.
• Help develop and refine AI-assisted quality auditing capabilities within Talkdesk.
• Translate quality standards into objective and measurable evaluation criteria.
• Compare AI-generated results with human reviews to evaluate accuracy and consistency.
• Identify inaccuracies and propose improvements to auditing criteria.
• Establish guidelines for when interactions require human review.
• Partner with department leaders to develop and maintain QA scorecards.
• Support calibration processes among human reviewers and AI evaluations.
• Determine which criteria suit automation versus human review.
• Identify recurring quality issues, risks, and training opportunities.
• Track quality results and report trends to leadership.

Skills

Quality assurance

AI optimization

Data analysis

Process improvement

Operations

Policy compliance

Education

Bachelor’s degree

Associate degree

Tools

Talkdesk

Job description

Expansion Capital Group seeks a Quality Assurance & AI Optimization Analyst to strengthen QA across Merchant Support, Renewals, Direct Sales, and Underwriting. You will audit interactions, validate AI-driven evaluations, and improve scorecards while partnering with leaders to reduce manual review workload.

The role emphasizes AI-assisted quality auditing, rigorous criteria development, and responsible automation to balance technology with human oversight.