Call Quality Analyst

Position: Call Quality Analyst

About Convin

Convin is a Conversation Intelligence platform built by IIT Delhi alumni to transform sales, collections, and customer experience. With our proprietary AI and automation, we help enterprises analyze conversations, drive insights, improve conversions, and deliver exceptional customer experiences.

We’re trusted by leading brands like Bharat Pay, Aakash, ICICI Lombard, SBI Life, Shaddi.com, Bajaj and MediBuddy, Aditya Birla Group Etc. across industries such as EdTech, FinTech, HealthTech, Hospitality, Travel, and BPO.

Highlights:

• Raised $6.5M in Series-A (2024) and $2.1M seed funding (2022)
• Featured in LinkedIn’s Top Startups list
• Ranked Top 20 Software Companies in India by G2
• Best Speech & Conversation Analytics Company at CX & DCX Summits

Role Overview:

The Senior Growth Consultant – Quality Team Lead will drive Convin’s Quality operations for assigned clients, ensuring delivery excellence and leading a team of analysts. The ideal candidate understands technology, AI-driven QA systems, and can leverage tools like ChatGPT to enhance quality insights, automation, and workflow efficiency.

Key Responsibilities:

• Lead the Quality team for client accounts, ensuring adherence to SLAs, processes, and quality standards.
• Mentor and manage Growth Consultants/Quality Analysts; conduct training sessions and calibrations.
• Use AI-driven tools (including Convin AI, ChatGPT, and automation frameworks) to enhance QA productivity and insights.
• Build and optimize SOPs, scorecards, and audit frameworks using tech-enabled workflows.
• Drive AI adoption with clients by showcasing automation benefits and analytical insights.
• Review audits, validate accuracy, and provide deep-dive quality analysis.
• Identify improvement opportunities using data-backed insights and AI-generated reports.
• Collaborate closely with internal CSMs, Product, and Engineering teams to improve QA operations.
• Handle escalations and present weekly/monthly Quality review decks.

Required Skills & Experience:

• 3–5 years in QA, contact center quality, or process excellence.
• Experience in leading teams and interacting with client stakeholders.
• Strong understanding of tech workflows, AI tools, and cloud-based platforms.
• Ability to use ChatGPT, Convin AI, and other generative AI tools for insights, scripting, and automation.
• Excellent communication, analytical skills, and a problem-solving mindset.
• Comfortable working in fast-paced, tech-first environments.

Interview Process

Here’s how we hire at Convin:

• Application Review

  – Our People & Culture team will connect within 4–5 days if your profile fits.

• Initial Catch-Up

  – A quick conversation to check role fit.

• IQ Round

  – Assessing problem-solving and analytical skills.

• Assignment / Case Study

  – Practical exercise + discussion.

• Final Leadership Round

  – Interaction with our founders/leadership team.

Crack it, and you’re in!