At Veritus, the Voice AI QA Analyst is part of the Quality team, focusing on testing and monitoring AI voice agents used in consumer lending. The role involves conducting pre-launch user acceptance testing, including placing test calls and identifying failure modes, to ensure agents meet quality standards. The analyst also tracks live agent performance, analyzing call data to spot trends and areas for improvement, ensuring the agents operate effectively in real-world scenarios.
Daily responsibilities include listening to live calls, grading them based on accuracy and tone, and documenting findings. The role requires translating data and call reviews into actionable insights for clients and internal teams, while flagging systemic issues for engineering teams. The analyst collaborates closely with Customer Success to prepare performance reports, helping optimize the AI agents' performance and compliance.
This position demands 2-4 years of QA or operations experience, preferably in a contact center or voice environment, with knowledge of US lending laws. Strong attention to detail, data analysis skills, and clear communication are essential. The role is fully remote, based in San Francisco, and involves working with structured test plans, performance metrics, and client-facing documentation.