Quality Analyst (Non-Voice Process)

Pillai Center is looking for a curious, data-oriented, and automation-driven Quality Analyst to elevate our non-voice operations (email, chat, and back-office workflows) through smart

process evaluation, AI-assisted monitoring, and data-driven insights.

This role is not just about identifying errors its about reimagining quality itself

through digital intelligence.

You will bring structure, insight, and innovation to how we evaluate performance,

design feedback systems, and integrate automation into quality workflows.

The ideal candidate has a passion for leveraging AI tools, identifying patterns in

performance data, and building systems that make teams more accurate, efficient, and

insightful.

Key Responsibilities

• Monitor and evaluate non-voice interactions using AI-enabled tools to ensure

high-quality standards, tone, and compliance.

• Conduct data-driven quality audits, leveraging automation where possible

(e.g., analytics dashboards, AI-based trend detection, process trackers).

• Identify recurring gaps through data visualization and root cause analysis, and

co-create solutions with the CRM Manager.

• Build semi-automated quality dashboards, checklists, or reporting templates

to enhance QA efficiency.

• Collaborate with team leads to deploy AI-assisted training and assessment

frameworks, improving feedback precision and learning outcomes.

• Prepare clear and insightful reports (weekly, monthly, quarterly, annual) with

recommendations supported by performance data and metrics.

• Document QA processes, update automation logs, and contribute to

continuous improvement initiatives.

• Explore and implement new QA methodologies, leveraging AI for voice and

sentiment analysis, keyword tagging, or predictive insights.

What Were Looking For

• Experience: 5+ years overall, with at least 3 years in a QA or Sr. QA role.
• Analytical Thinker: Strong skills in gap analysis, reasoning, and data

interpretation.

• AI & Automation Mindset: Exposure to AI/ML-based QA tools, process

automation, or digital transformation initiatives.

• Communication Excellence: Fluent written and verbal English that aligns with

a Western-focused communication tone.

• Process Driven: Systematic, highly organized, and result-oriented with a

passion for structured data workflows.

• Collaborative Innovator: Proactive in partnering with CRM and Operations

Managers to identify automation opportunities.

• Technical Proficiency: Advanced in Excel/Sheets, QA dashboards,

CRM/ticketing systems, and eager to learn emerging AI tools (ChatGPT,

Perplexity, Notion AI, Zapier, etc.).

Preferred Background

• Experience in EduTech, Spiritual, or Consciousness-based organizations is an

advantage.

• Familiarity with non-voice processes (email, chat, or back-office) voice

process exposure is welcome.

• Knowledge of QA automation tools, macros, or scripts for workflow

efficiency.

• Understanding of process improvement frameworks and digital QA

ecosystems.