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Skit.ai
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Quality Analyst

Quality Analyst

Skit.ai

2 - 7 years

3 - 6 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

BPO QA RED Manager Quality Assurance Analytical Quality Analyst collections process Pattern recognition Performance improvement CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

About us:

Skit.ai is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. Skit.ai s Collection Orchestration Platform, the world s first solution, streamlines collection conversations by syncing channels and accounts. Skit.ai s Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/

Job Title

: Quality Analyst Voice, Chat & Email (International Collections Process)

Location

: Bangalore (100% WFO)

Shift Hours

: 6:30 pm - 3:30 am IST

About the Role:

Are you detail-obsessed, passionate about consumer conversations, and experienced in quality assurance across voice and digital channelsJoin our fast-paced, AI-powered collections team where every interaction matters.

We re looking for a Quality Analyst who can help us maintain the highest standards across voice, chat, and email interactions in a performance-driven environment.

What Youll Do

Monitor and evaluate consumer interactions across voice, chat, and email to ensure adherence to scripts, compliance standards, and communication quality.
Conduct audits and identify improvement areas in agent performance, tone, empathy, process adherence, and resolution accuracy.
Collaborate with training and operations teams to provide feedback and support performance improvement.
Document quality scores, trends, and red flags, ensuring accurate and actionable reporting.
Participate in calibration sessions and contribute to QA guideline refinement.
Flag and escalate high-risk or non-compliant conversations per regulatory and internal guidelines.

What We re Looking For

2+ years of experience in a Quality Analyst role for international BPO or collections operations, with exposure to voice and digital channels.
Strong analytical and listening skills, with a sharp eye for detail and pattern recognition.
Excellent verbal and written communication in English.
Experience working with QA scorecards, feedback systems, and CRM/dialer tools.
Comfortable with US time zones (night shifts) and a fast-changing environment.

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Quality Analyst