Voice Process Quality Assurance

Role & responsibilities

• Conduct structured UAT on AI voice agents prior to client launch: place and receive test calls, probe edge cases and failure modes, and document defects with clear reproducible steps
• Test across scripted and adversarial scenarios (identity verification, payment negotiation, escalation/handoff triggers) to confirm the agent behaves as expected before go-live
• Between launches, listen to and grade live agent calls against QA scorecard, scoring for accuracy, compliance, and tone
• Flag systemic issues (recurring failure patterns, scorecard drift, edge cases) to engagement and engineering teams
• Maintain clear, consistent documentation of test results and call grades in our tracking tools

Preferred candidate profile

• 2-4 years of QA/quality analyst experience, ideally in a consumer lending contact center or voice-based environment
• Familiarity with US consumer lending laws and regulations such as FDCPA and TCPA
• Strong attention to detail and comfort following a structured test plan or scorecard rather than improvising
• Clear written English for defect reports and call notes
• Comfortable giving and receiving detailed feedback on quality issues

Ideal candidate would be from Collections domain monitoring Voice Process .