AI Quality Assurance & Analytics Specialist

Expansion Capital Group; Sioux Falls (SD); Vor Ort; USD 70.000 - 100.000; Vollzeit

Zusammenfassung

Expansion Capital Group (ECG) is seeking a Quality Assurance & AI Optimization Analyst to support quality assurance across Merchant Support, Renewals, Direct Sales, and Underwriting teams. The role focuses on audits, AI-assisted evaluations, and improving quality standards while ensuring appropriate human oversight.

This on-site position is based in Sioux Falls, SD or Sandy, UT with a Monday–Friday schedule from 8:00 AM to 5:00 PM.

Qualifikationen

• High school diploma or GED.
• Two or more years of experience in quality assurance, operations, compliance, customer service, sales operations, underwriting, or a related field.
• Strong analytical and problem-solving skills to identify patterns and concerns.
• Ability to translate policies and requirements into objective criteria.
• Ability to learn and work with AI-enabled software and QA systems.
• Ability to analyze quality results and data to support improvements.
• Strong attention to detail and commitment to accuracy.
• Effective written and verbal communication across departments.
• Ability to challenge and escalate AI-generated concerns appropriately.
• Strong accountability, integrity, teamwork, adaptability, and follow-through.

Aufgaben

• Conduct quality audits across Merchant Support, Renewals, Direct Sales, and Underwriting.
• Evaluate interactions for compliance with policies and customer experience standards.
• Develop and refine AI-assisted QA capabilities within Talkdesk.
• Translate quality standards into objective evaluation criteria.
• Compare AI results with human reviews to assess accuracy and consistency.
• Identify inaccurate or incomplete AI evaluations and suggest improvements.
• Establish guidelines for when human review is needed.
• Collaborate with leaders to develop and maintain QA scorecards.
• Help calibrate processes among reviewers, leaders, and AI evaluations.
• Determine which criteria suit automation versus human review.
• Identify recurring quality issues and operational risks.
• Track quality results and trends by department and process.
• Provide leaders with reporting on trends and concerns.
• Investigate root causes and drive corrective actions.
• Evaluate Talkdesk and other technologies to improve QA processes.
• Participate in testing and deployment of QA tools.
• Document QA rules, criteria, results, and process changes.

Kenntnisse

Quality assurance

Operations

Compliance

Customer service

Sales operations

Underwriting

AI-enabled software

Data analysis

Ausbildung

Associate or Bachelor's degree in Business/Data Analytics/Information Systems

Tools

Talkdesk

Jobbeschreibung

Expansion Capital Group (ECG) is seeking a Quality Assurance & AI Optimization Analyst to support quality assurance across Merchant Support, Renewals, Direct Sales, and Underwriting teams. The role focuses on audits, AI-assisted evaluations, and improving quality standards while ensuring appropriate human oversight.

This on-site position is based in Sioux Falls, SD or Sandy, UT with a Monday–Friday schedule from 8:00 AM to 5:00 PM.