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AI Quality Analyst
Full-time
About the Team
The Quality Assurance team drives customer support insights to both our internal \& BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. The team's primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience.
About the Role
As a
Senior Associate, Calibration Insights Analyst
, you'll be a key architect of calibration excellence across DoorDash Support. You will lead analytical deep dives to identify root causes of quality misalignment, investigate edge cases, and surface systemic opportunities to improve how our GenAI\-powered QA systems operate.
You'll collaborate closely with Model Calibration Specialists, the Performance Excellence team, and stakeholders across CXI to implement projects that improve agent performance, policy alignment, and customer outcomes. You'll help maintain trust in our machine learning model's QA outputs by ensuring our quality signals are precise, fair, and strategically useful.
This role requires comfort working with GPT/LLM\-based systems and the ability to turn raw calibration data into insights that influence our long\-term QA strategy.
You will report to the Supervisor Model Calibration Team (MCT) in our CXI QA organization. This role is hybrid and will require an in\-office presence, typically 1 day per week, or as the business needs dictate.
You're excited about this opportunity because you will…
Develop deep expertise in DoorDash's QA systems and operational processes to guide meaningful calibration and KPI improvements across multiple lines of business.
Assist with cross\-functional projects by establishing success metrics, coordinating stakeholders, removing blockers, and clearly communicating progress toward goals.
Conduct deep dives \& root cause analys
