Quality Insight Analyst

Job Summary

A company is looking for a Quality Insight and Sentiment Analyst.

Key Responsibilities

• Analyze customer interactions across various channels to identify trends in behavior, performance, and sentiment
• Conduct audits and calibration reviews to validate AI sentiment scoring and ensure consistency
• Deliver reports connecting emotional drivers to KPIs and provide actionable recommendations

Required Qualifications

• 1-3 years in contact center QA, CX analytics, behavioral research, or customer insights
• Familiarity with QA scorecards, performance metrics, and CX measurement tools
• Hands-on experience with RCA frameworks (e.g., 5 Whys, Fishbone)
• Analytical fluency to interpret large data sets and provide clear recommendations
• Experience with AI-powered QA platforms and sentiment analysis platforms is preferred