Quality Analyst

TP; Goregaon; On-site; INR 800,000 - 900,000; Full time

Job summary

TP is hiring a Quality Analyst to monitor, evaluate and improve the quality of customer interactions for our Banking International BPO process. The role focuses on call auditing, calibration and driving process improvements to enhance CSAT, QA scores and compliance.

Candidates should have hands-on experience in wealth management or investment services, with exposure to German insurance. Rotational shifts and 5-day workweeks are included; immediate joiners preferred.

Qualifications

• Graduate in any discipline.
• Experience in wealth management, investment services, or German insurance.
• Strong communication and analytical skills.

Responsibilities

• Audit calls, chats & emails as per defined sampling.
• Provide detailed feedback to agents and Team Leaders for performance improvement.
• Prepare Daily / Weekly / Monthly QA reports and participate in calibrations.

Skills

Call auditing

Quality assurance

Feedback coaching

CSAT improvement

Education

Graduate in any discipline

Job description

We are actively hiring for Quality Analyst - Banking International!!!

Position: Quality Analyst

Qualification: Graduate in any discipline

Shifts: Rotational Shift (including night shifts)

[5 days working with 2 rotational week offs]

Budget- Up to 8-9LPA Max.

Immediate Joiners Preferred

Job Summary

We are looking for a Quality Analyst to monitor, evaluate and improve the quality of customer interactions for our BPO process. The role is responsible for call auditing, feedback, calibration and driving process improvements to enhance CSAT, QA scores and compliance.

Domain Knowledge Required

Candidate should have experience in Wealth management, investment services, German insurance etc.

Quality Monitoring & Auditing

• Audit calls, chats & emails as per defined sampling
• Evaluate agents on communication, product knowledge, process adherence, and customer handling
• Identify process gaps, customer pain points and repeat issues

Feedback & Coaching

• Provide detailed feedback to agents and Team Leaders for performance improvement
• Conduct 1:1 coaching sessions, refresher trainings and OJT
• Track and maintain feedback documentation and improvement plans (PIP)

Reporting & Calibration

• Prepare Daily / Weekly / Monthly Quality Reports, MIS and Dashboard
• Participate in internal & external calibrations with Operations and Client QA team
• Maintain QA scores, publish Quality Scorecards and drive Top 2 Bottom Quartile movement