Call Quality Analyst Intern

We are a funded startup focused on transforming customer support and sales with innovative voice agent technology. Our team comprises ex-IITians, ex-Googlers, and PhDs. We are seeking a detail-oriented Call Quality Analyst Intern to join our team.

Responsibilities:

• Listen to and review recorded calls (both AI voice agent and human) to assess quality, accuracy, and customer experience
• Evaluate calls against defined quality scorecards and rubrics (tone, script adherence, resolution, compliance)
• Identify patterns in successful vs. failed conversations and flag recurring issues
• Annotate transcripts and tag conversations for intent, sentiment, and disposition accuracy
• Verify that the voice agent's responses, extracted data, and call outcomes are correct
• Surface edge cases, misunderstandings, and failure points to the product and prompt-engineering teams
• Maintain structured logs of findings and track quality metrics over time
• Report weekly on call quality trends, error rates, and improvement areas

Requirements:

• Pursuing/completed degree in any field; linguistics, communications, or a related area a plus
• Strong listening skills for Hindi and English Language and a sharp eye (and ear) for detail
• Excellent written English for clear, concise annotations and reports
• Comfortable working with spreadsheets and reviewing large volumes of recordings/transcripts
• Patient, consistent, and quality-driven
• Familiarity with CRM tools, transcription platforms, or conversation analytics a plus