HITL Quality Analyst

About the Role

SupportNinja is hiring a Human-in-the-Loop Quality Analyst to oversee the assessment of AI-generated content. This role is dedicated to upholding high quality benchmarks by auditing outputs against specific criteria. You will drive operational success by interpreting data and spotting trends to help improve AI systems for a diverse global client base. Working in an agile, data-driven environment, you will collaborate with AI Tuning, Governance, and Knowledge Management teams to resolve defects and ensure consistent service delivery for over 200 international clients.

Requirements

• The role requires at least two years of professional experience in quality assurance, compliance, auditing, transaction monitoring, or a related operational quality field.
• Candidates must possess the ability to evaluate work against defined scorecards and policies while maintaining high levels of accuracy.
• Strong analytical and critical-thinking skills are essential, as you will be responsible for identifying patterns, performing root cause analysis, and documenting defects.
• You should be proficient in translating complex findings into clear, actionable reports and communicating these recommendations to various stakeholders.
• Organizational and time management skills are vital, as you will manage multiple priorities and calibration activities simultaneously.
• A strong commitment to data-driven decision-making and continuous improvement is required to succeed in this position, along with the ability to work both independently and collaboratively.

Responsibilities

• As a Quality Analyst, your primary duties involve reviewing and evaluating AI-generated outputs based on established quality standards and defect classification methodologies.
• You will be responsible for identifying, documenting, and tracking defects to support ongoing trend analysis and continuous improvement.
• The role involves analyzing quality metrics and performance data to proactively identify operational risks and opportunities for refinement.
• You will coordinate with internal teams such as Knowledge Management and AI Tuning to ensure issues are resolved effectively and corrective actions are validated through follow-up evaluations.
• Additionally, you will participate in calibration sessions to ensure scoring consistency across the team and assist in the development of evaluation methodologies.
• You will also prepare detailed performance reports and dashboards while ensuring strict adherence to company policies and performance KPIs.

Benefits & Perks

• The position offers a comprehensive benefits package including competitive compensation, a retirement savings program with company matching, and life insurance.
• Employees receive health insurance through an HMO starting on their first day, along with paid time off and birthday leave.
• The company provides various bonus and incentive plans, as well as opportunities for personal and professional skills development.
• For those working from an office, the site features a beautiful environment with free daily lunches.
• The company also offers an employee referral program and supports a Bring-Your-Own-Device work model.