Quality Analyst
Rifa AI | Full time | 1.5 to 3 years of experience
About Rifa AI
Rifa AI builds voice and chat AI agents for enterprise clients. Our bots handle live conversations at scale, and every conversation has to meet strict compliance, accuracy, and quality standards. The Quality Analyst makes sure they do.
What you will do
- Audit voicebot and chatbot conversations against SOPs, compliance rules, and quality standards
- Build and maintain QA scorecards and audit frameworks for new and existing bot flows
- Run root cause analysis on failed or flagged interactions and document findings clearly
- Track quality trends, error patterns, and KPIs, and report them to product and engineering
- Run calibration sessions with auditors to keep scoring consistent
- Give structured feedback that turns into Linear tickets, SOP updates, or prompt changes
- Support release testing by validating bot behaviour before and after deployments
What we are looking for
- 1.5 to 3 years in a Quality Analyst or QA role with hands on audit experience across voice, chat, or email channels
- Strong grasp of scorecard design, RCA, calibration, and quality trend analysis
- Advanced Excel skills: pivot tables, VLOOKUP, data validation, and clean reporting
- Comfort working with SOPs, SLAs, and compliance requirements in a regulated environment
- Clear written communication; your audit notes will be read by engineers and clients
- Attention to detail and the patience to listen to a lot of calls
Good to have
- Exposure to Power Automate or any workflow automation tool
- Experience in fintech, collections, or BFSI
- Familiarity with AI voicebot or chatbot products
- A track record of performance recognition in previous roles
Working hours
Night shift aligned to US business hours.
This listing is sourced from a third-party job board. Applying will redirect you to the original posting.