Quality Assurance Analyst, AI Delivery

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI. We've assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we've been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta. About the Role: We're looking for a Quality Assurance Analyst to ensure Cresta's AI systems perform with accuracy, fairness, and compliance. You'll audit AI-generated conversations, evaluate model behavior, and deliver feedback that improves model performance and customer trust. Key Responsibilities:

• Review AI-generated summaries for accuracy and completeness; provide feedback to improve models.
• Conduct behavioral audits to verify agent triggers and responses match expected outcomes.
• Perform redaction audits to protect sensitive customer data.
• Run bias audits to detect and document fairness issues.
• Compare audio and text for transcription accuracy.
• Support Opera platform maintenance and rule configuration to keep AI outputs accurate.

Qualifications: Required:

• 1-3 years in QA or data labeling
• Exceptional attention to detail and analytical rigor
• Strong documentation and communication skills
• Comfort with accuracy-driven tasks

Preferred:

• Familiarity with conversational AI or annotation tools
• Experience with bias / redaction audits or speech-to-text QA

Perks & Benefits:

• Competitive pay and equity
• Medical, dental, vision coverage
• Flexible PTO, remote-first culture
• Monthly wellness stipend & home-office support

Compensation at Cresta: Cresta's approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table. The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family. Salary Range: $50,000 to $70,000 Base + Bonus + Offers Equity We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected] Apply tot his job Apply To this Job