AI-Powered Quality Assurance & Optimization Analyst

Expansion Capital Group; Sioux Falls (SD); On-site; USD 68,000 - 80,000; Full time

Job summary

Expansion Capital Group is hiring a Quality Assurance & AI Optimization Analyst to strengthen our QA processes across Merchant Support, Renewals, Direct Sales, and Underwriting. You will conduct quality audits, validate AI-assisted evaluations, and help design calibration processes to balance automation with human oversight.

The role focuses on improving audit consistency, identifying risks, and enhancing operational quality while supporting responsible AI expansion.

Qualifications

• Quality assurance or quality auditing experience.
• Experience reviewing interactions for policy compliance and customer experience standards.
• Ability to translate requirements into measurable evaluation criteria.
• Familiarity with QA scorecards and calibration processes.
• Experience with AI-assisted quality auditing and automation tools.

Responsibilities

• Conduct quality audits across multiple departments.
• Evaluate interactions for compliance with policies and standards.
• Help develop AI-assisted QA capabilities within Talkdesk.
• Translate requirements into objective evaluation criteria.
• Compare AI results with human reviews to assess accuracy and consistency.
• Identify and recommend improvements to auditing criteria.
• Establish guidelines for when human review is needed.
• Develop and maintain QA scorecards with department leaders.
• Support calibration among reviewers and AI evaluations.
• Determine what quality criteria can be automated vs. human-reviewed.
• Identify recurring quality issues and process risks.
• Provide reporting on trends to leadership.
• Assist in implementing QA tools and workflows.
• Document QA rules, criteria, and changes.

Skills

Quality assurance

AI optimization

Data analysis

Process improvement

Quality scorecards

Compliance

Customer service

Operations

Talkdesk

Tools

Talkdesk

Job description

Expansion Capital Group is hiring a Quality Assurance & AI Optimization Analyst to strengthen our QA processes across Merchant Support, Renewals, Direct Sales, and Underwriting. You will conduct quality audits, validate AI-assisted evaluations, and help design calibration processes to balance automation with human oversight.

The role focuses on improving audit consistency, identifying risks, and enhancing operational quality while supporting responsible AI expansion.