Quality Analyst

Bridgexcel; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Bridgexcel in Gurugram, India is seeking a Quality Assurance Specialist to ensure quality across customer interactions and processes. You will audit calls, emails, chats, and tickets, identify gaps, and drive corrective actions.

You will also deliver training, coaching, and calibration sessions, while preparing QA MIS dashboards to monitor performance and compliance with regulatory requirements.

Qualifications

• Quality monitoring and auditing in a QA context.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication.
• Coaching and feedback to individuals and teams.
• Root Cause Analysis (RCA) to identify process gaps.
• Proficiency in Excel and MIS reporting for dashboards.
• Familiarity with CRM/QA tools.
• High attention to detail and accuracy.

Responsibilities

• Conduct quality audits as per sampling plan and SLA.
• Monitor customer interactions across calls, emails, chats, and tickets.
• Identify critical and recurring errors and recommend corrective actions.
• Conduct feedback, coaching, and calibration sessions.
• Deliver induction, refresher, and process training.
• Prepare daily, weekly, and monthly QA MIS and dashboards.
• Perform Root Cause Analysis (RCA) and recommend process improvements.
• Ensure compliance with company policies and regulatory requirements.
• Support internal and external audits.

Skills

Quality monitoring

Analytical skills

Communication skills

Coaching & feedback

Root Cause Analysis

Excel & MIS reporting

CRM/QA tools

Attention to detail

Education

Bachelor's degree in any discipline

Job description

Key Responsibilities

• Conduct quality audits as per sampling plan and SLA.
• Monitor customer interactions across calls, emails, chats, and tickets.
• Identify critical and recurring errors and recommend corrective actions.
• Conduct feedback, coaching, and calibration sessions.
• Deliver induction, refresher, and process training.
• Prepare daily, weekly, and monthly QA MIS and dashboards.
• Perform Root Cause Analysis (RCA) and recommend process improvements.
• Ensure compliance with company policies and regulatory requirements.
• Support internal and external audits.

Required Skills & Competencies

• Quality monitoring and auditing
• Analytical and problem-solving skills
• Excellent communication
• Coaching and feedback
• RCA
• Excel and MIS reporting
• CRM/QA tools
• Attention to detail

Preferred Qualifications

• Bachelor's degree in any discipline.
• 2 to 5 years of QA experience in Banking, NBFC, Fintech, BPO or Customer Service.