Quality Analyst II

HighLevel

Quality Analyst II at HighLevel focusing on evaluating AI workflows for customer calls and improving AI output quality. Role involves collaboration and iterative solutions within the AI platform.

Posted 7/25/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in AI evaluation and Quality Assurance, with a strong focus on analyzing LLM behavior and ensuring accuracy in communication and documentation. Possesses a self-starter mentality and the ability to drive continuous improvement through data analysis and collaboration.

Highest-signal resume keywords

Quality Assurance ExperienceAI Evaluation TechniquesLLM Behavior UnderstandingStrong Written CommunicationBachelor’s Degree in Related Field

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Quality AssuranceAI EvaluationData Flow UnderstandingCode ReadingTranscription AuditingIssue ClassificationContinuous ImprovementData AnalysisGuideline AdherenceLight Creation Work

Soft Skills

Insatiable CuriositySelf-Learning MindsetAttention to DetailSelf-Starter Mentality

Industry Keywords

Customer SupportAdvisor StackPre-Call BriefsIn-Call GuidancePost-Call OutputsRevOps Engineering

About the role

Key responsibilities & impact

Evaluate AI Quality Across the Advisor Stack
Review pre-call briefs for accuracy
Evaluate in-call guidance for relevance and accuracy
Score post-call outputs
Audit transcription-driven follow-ups for quality
Classify issues by type and severity
Iterate Inside ORA with light creation work
Surface trends & drive continuous improvement
Partner with RevOps Engineering & the Lead Analyst
Stay current on LLM behavior and AI evaluation techniques

Requirements

What you’ll need

Insatiable curiosity and a self-learning mindset
2+ years of experience in Quality Assurance, Customer Support, AI evaluation or related roles
Working understanding of LLMs behavior
General understanding of databases and data flow
Comfort reading code and minor edits
Strong written communication and attention to detail
Ability to follow structured guidelines
Self-starter mentality
Bachelor’s degree in a related field, or equivalent practical experience

Benefits

Comp & perks

Equal Employment Opportunity Information
Compliance with government recordkeeping, reporting and other legal requirements
Remote-first organization
Opportunity for professional development
Ability to work from anywhere