Job Title

Position: Call Quality Analyst About Convin Convin is a Conversation Intelligence platform built by IIT Delhi alumni to transform sales, collections, and customer experience. With our proprietary AI and automation, we help enterprises analyze conversations, drive insights, improve conversions, and deliver exceptional customer experiences. We’re trusted by leading brands like Bharat Pay, Aakash, ICICI Lombard, SBI Life, , Bajaj and MediBuddy, Aditya Birla Group Etc. across industries such as EdTech, FinTech, HealthTech, Hospitality, Travel, and BPO. Highlights: Raised $6.5M in Series-A (2024) and $2.1M seed funding (2022) Featured in LinkedIn’sTop Startupslist Ranked Top 20 Software Companies in India by G2 Best Speech & Conversation Analytics Company at CX & DCX Summits Role Overview: The Senior Growth Consultant – Quality Team Lead will drive Convin’s Quality operations for assigned clients, ensuring delivery excellence and leading a team of analysts. The ideal candidate understands technology, AI-driven QA systems, and can leverage tools like ChatGPT to enhance quality insights, automation, and workflow efficiency.Key Responsibilities: Conduct quality audits for client accounts to ensure adherence to SLAs, processes, and quality standards. Use AI-driven tools (including Convin AI, ChatGPT, and automation frameworks) to improve audit efficiency and generate actionable insights. Support the creation and maintenance of SOPs, scorecards, and audit frameworks using tech-enabled workflows. Analyze audit findings and provide data-backed quality insights and improvement recommendations. Assist in driving AI adoption by helping showcase automation benefits and analytical outputs. Review audit results for accuracy and consistency. Identify trends, gaps, and improvement opportunities through quality data analysis and AI-generated reports. Collaborate with CSMs, Product, and Engineering teams to support quality improvements. Support escalations by providing analysis and quality context when required. Contribute to weekly/monthly quality review reports and decks.Required Skills & Experience: 1–3 years of experience in Quality Analysis, contact center QA, or process excellence. Good understanding of quality frameworks, audits, and SLA-driven environments. Hands-on experience with AI tools and cloud-based platforms. Ability to use ChatGPT, Convin AI, or similar tools for insights, documentation, and automation support. Strong analytical, communication, and problem-solving skills. Comfortable working in fast-paced, tech-first environments.Interview Process Here’s how we hire at Convin: Application Review– Our People & Culture team will connect within 4–5 days if your profile fits. Initial Catch-Up– A quick conversation to check role fit. Final Leadership Round– Interaction with our founders/leadership team. Crack it, and you’re in!