Company Description

Quantanite is a specialist business process outsourcing (BPO) and customer experience (CX) solutions company that helps fast-growing companies and leading global brands to transform and grow. We do this through a collaborative and consultative approach, rethinking business processes and ensuring our clients employ the optimal mix of automation and human intelligence. We are an ambitious team of professionals spread across four continents and looking to disrupt our industry by delivering seamless customer experiences for our clients, backed-up with exceptional results. We have big dreams, and are constantly looking for new colleagues to join us who share our values, passion and appreciation for diversity.

The company is headquartered in London, with delivery centers in Dhaka (Bangladesh), Johannesburg (South Africa) and Thane (India). The current positions are for our Thane, India delivery center.

Job Description

Speech Analytics & AI-Driven Quality Monitoring:

• Work closely with the AI development team to develop AI solutions and conduct machine learning and accuracy testing

• Utilize speech analytics software to analyze call transcripts, detect sentiment, and identify compliance risks or service gaps

• Apply AI-driven quality monitoring solutions to automate and enhance the evaluation process, ensuring more comprehensive coverage of customer interactions

• Identify recurring themes in customer inquiries, complaints, and agent performance to drive targeted training and operational improvements

• Support the AI development team to track customer sentiment, compliance adherence, and escalation triggers

Call Monitoring, Evaluation & Compliance:

• Manually and systematically review customer interactions (calls, emails, chats) for adherence to quality, compliance, and performance standards

• Use AI-driven analytics to identify coaching opportunities, sentiment trends, and agent knowledge gaps

• Ensure compliance with industry regulations, data security standards, and customer experience best practices

Coaching & Agent Development:

• Leverage AI-generated insights to provide targeted coaching and feedback to improve agent performance

• Conduct data-backed coaching sessions, using real-time AI analytics to highlight areas for improvement

• Collaborate with training teams to design AI-driven training modules based on identified agent skill gaps

Process Improvement & Data Analysis:

• Identify emerging trends in customer interactions and provide recommendations to improve service delivery

• Use speech analytics dashboards and AI-generated reports to present actionable insights to leadership

• Work closely with IT and data science teams to optimize AI-based quality monitoring tools

Reporting & Performance Metrics:

• Prepare detailed AI-driven quality reports highlighting agent performance, customer sentiment trends, and compliance adherence

• Track KPIs such as Call Quality Scores, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR)

• Monitor AI-generated predictive analytics to anticipate potential quality risks and proactively implement solutions

Qualifications

Key Performance Indicators (KPIs):

• Accuracy & efficiency of AI-driven quality assessments

• Reduction in compliance risks and customer complaints

• Improvement in CSAT, NPS, and call resolution rates

• Agent performance improvement post AI-driven coaching

• Effectiveness of AI models in identifying sentiment and quality trends

Required Skills & Competencies:

• Strong experience with speech analytics and AI-based quality monitoring tools (e.g., NICE Nexidia, Verint, CallMiner, Observe.AI, or similar)

• Analytical mindset with the ability to interpret AI-generated insights and translate them into actionable strategies

• Strong understanding of customer sentiment analysis and speech-to-text analytics

• Advanced knowledge of call center KPIs, compliance frameworks, and quality assurance methodologies

• Proficiency in reporting tools, dashboards, and data visualization platforms (Excel, Power BI, Tableau, etc.)

• Strong communication skills, with the ability to deliver data-driven coaching and training

• Ability to collaborate with IT teams to refine AI tools and ensure proper data integration

Qualifications & Experience:

• Bachelor’s degree in Business, Communications, Data Analytics, or a related field (preferred)

• 3+ years of experience in call center quality assurance, with at least 1 year working with speech analytics or AI-driven monitoring tools

• Experience with CRM platforms and call center technologies (e.g., Salesforce, Genesys, Five9, Avaya, etc.)

• Knowledge of compliance regulations (e.g., GDPR, PCI-DSS, HIPAA) is a plus

• Customer Journey mapping certification is a plus

• Process mapping certification will be advantageous

Additional Information

Work Conditions:

• Flexible working hours may be required based on global call center operations

• Shift: Day or night shift based on engineers and client availability

• Salary will be market related