Quality Manager
Quality Manager
Posted on :
15-04-2025
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1 Vacancy
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Job Description
About the job
Job Description: Quality Analyst
Location: Kolkata
About us
Founded in June 2016 Mihup is a Gen AIpowered conversation intelligence platform that powers natural human machine conversations with actionable insights. We drive customer experience and engagement for enterprises by (a) enabling voice on any hardware ranging from automotive to consumer durables (b) understanding analysing and assisting in 100 customer conversations for businesses to generate realtime insights that drive CX sales renewals and collections. Our team is composed of engineers machine learning scientists and product specialists from leading institutions. Our clients include global Fortune 500 companies and we are on track for aggressive expansion in India and globally. We are backed by Accel Partners IdeaSpring Capital Ashish Kacholia and other marquee investors.
We are one of the few companies in India who have trained and built their own entire conversational A.I. platform inhouse. The conversation platform on the audio technology incorporates various deep learning based modules like diarization speech recognition (ASR) noise reduction speech enhancement echo cancellation texttospeech tonality etc.
About the Role
We are looking for a highly detailoriented and analytical Quality Analyst to join our team supporting our AIpowered speech recognition and interaction analytics platform. The ideal candidate will have a strong understanding of customer interactions quality frameworks and the ability to drive insights from
conversations using cuttingedge language models (LLMs) and analytics tools.
Key Responsibilities
Understand project objectives and analyze recorded audio interactions for insights.
Listen to and audit calls from sales and support teams across different domains.
Identify trends and suggest improvements for automated detection of key call parameters.
Collaborate with product and data teams by providing inputs on accurate language phrases and terminology.
Use interaction analytics tools to surface business intelligence patterns and emerging trends from voice data.
Lead the quality assurance process and define clear actionable QA parameters for various workflows.
Participate in customer and client listening sessions to understand expectations and improve service quality.
Provide actionable feedback and data to internal stakeholders based on call audits and trend analysis.
Document agent behavior and provide constructive feedback for improvement.
Apply quality methodologies such as LEAN Six Sigma and customer journey mapping to enhance analysis and reporting.
Create test and refine prompts for LLMs to ensure accurate analysis and responses.
Validate LLM outputs for consistency correctness and relevance to business needs.
Preferred Qualifications
Bachelors degree in any relevant field; specialization in linguistics communication or analytics is a plus.
Experience in call auditing quality analysis or conversational analytics.
Familiarity with interaction analytics platforms and speech recognition tools.
Exposure to or experience working with Large Language Models (LLMs).
Knowledge of quality frameworks like Six Sigma LEAN or COPC is desirable.
Strong analytical mindset with excellent written and verbal communication skills.
Ability to work independently and collaborate across multidisciplinary teams.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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