Voice AI QA Analyst: Launch-Ready & Performance Insights

Veritus; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Veritus is seeking a Voice AI QA Analyst to ensure AI voice agents are ready for launch and perform well in production. You will conduct structured testing, review calls, and collaborate with Customer Success to report client performance insights.

The role blends QA, data analysis, and documentation, with emphasis on identifying issues, improving agent performance, and ensuring compliance with lending regulations. Strong communication and analytical skills are essential.

Qualifications

• 2–4 years of QA, quality or operations analytics experience in a consumer lending contact center or voice-based environment.
• Familiarity with US consumer lending laws such as FDCPA, TCPA, ECOA, and SCRA.
• Strong attention to detail and ability to follow structured test plans and scorecards.
• Comfortable working with quantitative data and basic statistics to identify trends and assess performance.
• Experience using spreadsheets or data analysis tools to analyze operational or customer interaction data.
• Ability to translate quantitative and qualitative findings into clear conclusions and recommendations.
• Clear written English for defect reports, call notes, and client-facing performance summaries.
• Comfortable giving and receiving detailed feedback on quality issues.

Responsibilities

• Conduct structured UAT on AI voice agents prior to client launch and document defects with clear steps.
• Test across scripted and adversarial scenarios to confirm agent behavior before go-live.
• Monitor live agent performance across client deployments using call-level QA and aggregate metrics.
• Listen to and grade live calls against QA scorecards for accuracy, compliance and tone.
• Analyze call data to identify trends, recurring failure modes and opportunities to improve performance.
• Track performance metrics over time and investigate changes or anomalies in agent behavior.
• Partner with Customer Success to prepare quarterly client performance reports with insights from call reviews.
• Translate call and performance data into actionable recommendations for clients and internal teams.
• Flag systemic issues to customer success and engineering teams.
• Maintain clear, consistent documentation of test results, call grades, analyses and findings in tracking tools.

Skills

QA experience

Data analysis

Test planning

Documentation

Client reporting

English writing

Attention to detail

Education

BS preferred

Tools

SQL

BI tools

Job description

Veritus is seeking a Voice AI QA Analyst to ensure AI voice agents are ready for launch and perform well in production. You will conduct structured testing, review calls, and collaborate with Customer Success to report client performance insights.

The role blends QA, data analysis, and documentation, with emphasis on identifying issues, improving agent performance, and ensuring compliance with lending regulations. Strong communication and analytical skills are essential.