All Open Roles
Quality & IntelligenceAmman, JordanFull-Time
Quality Assurance Analyst
Monitor, score, and improve the quality of agent interactions across client accounts — using NAS-AI data and your own judgment to drive measurable performance gains.
About the Role
Quality at Insaan Global is not a compliance checkbox. Our QA analysts are strategic contributors — surfacing patterns, coaching agents, and working alongside operations leadership to improve programs. You will have access to full interaction data via NAS-AI and the scope to actually change how work gets done.
What You'll Do
- Review and score agent interactions (calls, chats, emails) against calibrated quality rubrics
- Deliver evidence-based feedback and coaching sessions to agents and team leads
- Identify recurring quality patterns and escalate systemic issues to operations
- Contribute to calibration sessions to ensure scoring consistency across the team
- Build and maintain QA scorecards tailored to each client account
- Produce weekly quality reports with trend analysis and recommended actions
What We're Looking For
- Strong analytical skills and attention to detail
- Excellent written English — your feedback needs to be clear and actionable
- Comfort working with data, dashboards, and performance metrics
- Ability to give direct, constructive feedback in a professional manner
- 1+ year in a QA, coaching, or operations role preferred
Nice to Have
- Experience with call recording and QA platforms
- Background in BPO, contact center, or outsourcing operations
Apply for this role
We review every application personally and respond within 5 business days.