Quality Assurance & AI Optimization Analyst

1. Do you notice patterns, inconsistencies, and opportunities that others may overlook?

2. Do you enjoy analyzing information, improving processes, and helping teams perform at their best?

3. 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.

About Expansion Capital Group (ECG)

ECG provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non-traditional lending, 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.

What You’ll Do

• 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.

What You’ll Learn

• How quality assurance practices operate across multiple ECG business departments.
• How AI-assisted auditing can support accurate, consistent, and scalable quality reviews.
• How measurable evaluation criteria are developed and tested using established standards and business requirements.
• Quality assurance calibration methods involving human reviewers, department leaders, and AI-generated evaluations.
• How quality data and performance trends can identify operational risks, training needs, and process improvement opportunities.
• Contact center and quality assurance technology, including Talkdesk.
• How to evaluate opportunities for automation while maintaining responsible human oversight.
• How to collaborate across operational departments and with business and technology resources.

Why Join Us

• Emerging Technology: Help ECG evaluate and responsibly expand the use of AI-assisted quality auditing.
• Meaningful Impact: Improve the accuracy, consistency, and efficiency of quality reviews across multiple operations departments.
• Established Quality Foundation: Build upon and support ECG’s existing quality assurance practices while expanding quality oversight within operations.
• Cross-Functional Exposure: Partner with leaders and team members across Merchant Support, Renewals, Direct Sales, Underwriting, and other business areas.
• Continuous Improvement: Turn quality findings and performance trends into recommendations that improve training, processes, and operations.
• Responsible Innovation: Help determine where technology can improve quality reviews and where human judgment should remain essential.
• Growing Organization: Expand your experience within a financial services company committed to responsible innovation and continuous improvement.

What We’re Looking For

Strong candidates typically have experience in one or more of the following areas:

• Quality assurance or quality auditing.
• Operations, compliance, customer service, sales operations, or underwriting.
• Reviewing interactions for compliance with established standards and expectations.
• Developing or applying quality assurance scorecards.
• Quality calibration and evaluation consistency.
• Identifying trends, discrepancies, process gaps, and areas of operational risk.
• Analyzing quality results or performance data.
• Contact center, call-monitoring, or quality assurance technology.
• Process improvement and workflow evaluation.
• Translating policies, procedures, and business requirements into measurable criteria.

You’ll Thrive in This Role If You Are

• Analytical and naturally curious.
• Highly detail-oriented and committed to accuracy.
• Comfortable identifying and challenging inconsistent results.
• Interested in AI-enabled software and emerging technology.
• Able to balance innovation with appropriate human oversight.
• Organized and consistent in how you evaluate information.
• Comfortable working with employees and leaders across multiple departments.
• An effective written and verbal communicator.
• Resourceful and adaptable when processes or technology change.
• Accountable and committed to following through.
• Able to recognize when a concern should be validated or escalated.

Work Environment

• This is an in-office position located in Sioux Falls, South Dakota, or Sandy, Utah.
• The regular schedule is Monday through Friday, 8:00 AM to 5:00 PM.
• The position operates in a professional office environment using standard office equipment, business systems, and quality assurance technology.
• The position is primarily sedentary but may occasionally require standing, walking, reaching, or lifting light office materials.
• Occasional evening or weekend work may be required based on business needs.