Quality Assurance & AI Optimization Analyst

Employment Type:

Full-Time, Exempt

Location:

Sioux Falls, SD or Sandy, UT, (On-Site)

Schedule:

Monday through Friday, 8:00 AM to 5:00 PM

Improve Quality. Identify Insights. Help Advance AI-Assisted Auditing.

• Do you notice patterns, inconsistencies, and opportunities that others may overlook?
• Do you enjoy analyzing information, improving processes, and helping teams perform at their best?
• Are you interested in the potential of artificial intelligence, while recognizing when human judgment remains essential?

If you answered yes to any of these questions, ECG may have the opportunity you have been looking for.

ECG provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non‑traditional lending while balancing speed with strong credit discipline and a commitment to doing things the right way.

ECG is seeking a Quality Assurance & AI Optimization Analyst to support quality assurance across our Merchant Support, Renewals, Direct Sales, and Underwriting teams.

In this newly created role, you will conduct quality audits, help improve quality standards and scorecards, validate AI-generated evaluations, and support ECG’s responsible expansion of AI‑assisted quality auditing. You will partner with department leaders and business and technology resources to strengthen audit consistency, reduce manual review work, and improve operational processes without sacrificing accuracy or appropriate human oversight.

This is an opportunity to do more than conduct audits. You will help improve how ECG uses quality data, technology, and human judgment to strengthen consistency, identify risks, and support better business decisions.

• Conduct quality audits across Merchant Support, Renewals, Direct Sales, and Underwriting.
• Evaluate interactions for compliance with policies, procedures, customer experience standards, documentation requirements, and department expectations.
• Help develop and refine AI‑assisted quality auditing capabilities within Talkdesk.
• Translate quality standards, scorecards, policies, procedures, and business requirements into objective and measurable evaluation criteria.
• Compare AI‑generated quality results with human reviews to evaluate accuracy and consistency.
• Identify inaccurate, inconsistent, or incomplete AI evaluations and recommend improvements to auditing criteria.
• Establish guidelines for determining when interactions require additional human review.
• Partner with department leaders to develop, maintain, and improve quality assurance scorecards.
• Help establish calibration processes among human reviewers, department leaders, and AI‑generated evaluations.
• Determine which quality criteria may be appropriate for automated evaluation and which should remain subject to human review.
• Identify recurring quality issues, process gaps, training opportunities, and operational risks.
• Track quality results and identify trends by department, process, interaction type, and quality category.
• Provide department leaders with clear reporting on significant trends and recurring areas of concern.
• Investigate the root causes of recurring quality concerns and partner with operational leaders on corrective actions and process improvements.
• Evaluate Talkdesk and other technologies that may improve or automate quality assurance processes.
• Participate in the testing and implementation of new quality assurance tools, integrations, and workflow improvements.
• Document quality assurance rules, evaluation criteria, testing results, business requirements, and process changes.

• How quality assurance practices operate across multiple ECG business departments.
• How AI‑assisted auditing can support…