Quality Assurance & AI Optimization Analyst - Sandy, UT

Expansion Capital Group•Sandy, UT

2d•Onsite

About The Position

ECG provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non-traditional lending while balancing speed with strong credit discipline and a commitment to doing things the right way. ECG is seeking a Quality Assurance & AI Optimization Analyst to support quality assurance across our Merchant Support, Renewals, Direct Sales, and Underwriting teams. In this newly created role, you will conduct quality audits, help improve quality standards and scorecards, validate AI-generated evaluations, and support ECG’s responsible expansion of AI-assisted quality auditing. You will partner with department leaders and business and technology resources to strengthen audit consistency, reduce manual review work, and improve operational processes without sacrificing accuracy or appropriate human oversight. This is an opportunity to do more than conduct audits. You will help improve how ECG uses quality data, technology, and human judgment to strengthen consistency, identify risks, and support better business decisions.

Requirements

High school diploma or GED.
Two or more years of experience in quality assurance, operations, compliance, customer service, sales operations, underwriting, or a related field.
Strong analytical and problem-solving skills with the ability to identify patterns, inconsistencies, and areas of concern.
Ability to interpret policies, procedures, and operational requirements and translate them into objective and measurable evaluation criteria.
Ability to learn and work effectively with AI-enabled software, emerging technology, and quality assurance systems.
Ability to analyze quality results and performance data and use findings to support recommendations and process improvements.
Strong attention to detail and a commitment to accurate and consistent evaluations.
Effective written and verbal communication skills.
Ability to work effectively with employees and leaders across multiple departments.
Ability to challenge, validate, and appropriately escalate concerns related to AI-generated evaluations.
Strong accountability, integrity, teamwork, resourcefulness, adaptability, and follow-through.

Nice To Haves

Associate or bachelor’s degree in Business, Data Analytics, Information Systems, or a related field.
Experience with contact center, call-monitoring, or quality assurance technology.
Experience developing quality assurance scorecards.
Experience conducting quality audits or participating in quality assurance calibration.
Advanced Microsoft Excel or data analysis skills.

Responsibilities

Conduct quality audits across Merchant Support, Renewals, Direct Sales, and Underwriting.
Evaluate interactions for compliance with policies, procedures, customer experience standards, documentation requirements, and department expectations.
Help develop and refine AI-assisted quality auditing capabilities within Talkdesk.
Translate quality standards, scorecards, policies, procedures, and business requirements into objective and measurable evaluation criteria.
Compare AI-generated quality results with human reviews to evaluate accuracy and consistency.
Identify inaccurate, inconsistent, or incomplete AI evaluations and recommend improvements to auditing criteria.
Establish guidelines for determining when interactions require additional human review.
Partner with department leaders to develop, maintain, and improve quality assurance scorecards.
Help establish calibration processes among human reviewers, department leaders, and AI-generated evaluations.
Determine which quality criteria may be appropriate for automated evaluation and which should remain subject to human review.
Identify recurring quality issues, process gaps, training opportunities, and operational risks.
Track quality results and identify trends by department, process, interaction type, and quality category.
Provide department leaders with clear reporting on significant trends and recurring areas of concern.
Investigate the root causes of recurring quality concerns and partner with operational leaders on corrective actions and process improvements.
Evaluate Talkdesk and other technologies that may improve or automate quality assurance processes.
Participate in the testing and implementation of new quality assurance tools, integrations, and workflow improvements.
Document quality assurance rules, evaluation criteria, testing results, business requirements, and process changes.