Quality Assurance

About the role

Nouvells is seeking a Customer Quality Assurance & Sentiment Analyst to audit customer interactions across chat, email, and phone channels to benchmark support quality and customer sentiment. In this role, you will design quality scorecards, evaluate agent interaction logs, analyze NPS/CSAT survey comments for root cause feedback, and construct evaluation rubrics. You will establish standards for accuracy, tone, compliance, and resolution efficiency. No prior artificial intelligence background is required your experience in support QA auditing, customer sentiment analysis, and rubric evaluation is what matters.

Key responsibilities

• Support Interaction Auditing
• QA Scorecard Design
• Customer Sentiment Analysis
• Agent Coaching Scenarios
• Compliance & Policy Auditing