QA Analyst — AI Call Monitoring & Compliance (Hybrid)

The Judge Group; Irving (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

The Judge Group in Irving, TX is seeking a Quality Assurance Analyst to monitor customer interactions, ensure service quality and regulatory compliance. The role leverages call monitoring, AI conversation analytics, and QA scorecards to identify performance trends and guide coaching.

You will audit calls and interactions across multiple systems (B360, ACSS, Verint, LivePerson, EZ Tracker), identify risks, and provide clear feedback to supervisors.

Qualifications

• 2+ years QA in call centers or customer support operations.
• Identify policy violations, security risks, and procedural failures.
• Experience with speech/conversation analytics tools.
• Hands-on CRM and customer service systems experience.
• Excellent attention to detail and trend reporting.

Responsibilities

• Audit recorded calls and customer interactions using QA methods and AI analytics.
• Identify compliance risks and procedural gaps; escalate findings promptly.
• Provide actionable feedback to supervisors and team leads.
• Maintain QA scorecards, audit forms, and performance docs.
• Navigate multiple systems to evaluate interactions and document findings.

Skills

Call Center QA

Compliance Auditing

AI Analytics

CRM Systems

Analytical Skills

Communication

Multitasking

Tools

B360

ACSS

Verint

LivePerson

EZ Tracker

Job description

The Judge Group in Irving, TX is seeking a Quality Assurance Analyst to monitor customer interactions, ensure service quality and regulatory compliance. The role leverages call monitoring, AI conversation analytics, and QA scorecards to identify performance trends and guide coaching.

You will audit calls and interactions across multiple systems (B360, ACSS, Verint, LivePerson, EZ Tracker), identify risks, and provide clear feedback to supervisors.