Quality Analyst

TP; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading outsourcing and offshoring firm is seeking a mid-senior level Officer - Talent Acquisition based in Mumbai. The role involves auditing interactions, evaluating performance, and providing structured feedback for improvement in a fast-paced environment. The ideal candidate will ensure compliance with quality standards and support governance processes. This full-time position offers an opportunity to make a significant impact in a dynamic team setting.

Responsibilities

• Audit inbound and outbound interactions handled by Sky RMs.
• Evaluate calls, emails, and CRM cases against quality parameters.
• Deliver structured, constructive feedback to Sky RMs.
• Ensure audits adhere to evaluation forms and protocols.
• Support audit readiness by maintaining QA logs and records.

Job description

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Officer - Talent Acquisition at Teleperformance. Leadership hiring for APAC region.

Quality Analyst

Location‑Malad

Rotation Shift

BPO‑

Please share your resume to the below mail ID and drop a message or call to the mobile number

Contact # 8050980644

Responsibilities

• Audit inbound and outbound interactions handled by Sky RMs within the Banking process.
• Evaluate calls, emails, and CRM cases against predefined quality parameters, including:
• Accuracy of banking information and ownership of query
• Communication tone, empathy, and resolution ability
• Collections and negotiation handling specific to banking customers
• System updates and SR closure discipline in line with banking process standards
• Generate structured feedback reports for all RMs and track improvements through regular review cycles.
• Maintain audit samples, call IDs, and case notes in compliance with the Quality Management Framework (QMF) and banking audit standards.

Calibration & Feedback Alignment

• Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation across the Banking process.
• Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports.
• Identify common banking process gaps and recommend corrective action or refresher training.

Governance, Process, and Compliance

• Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols for banking operations.
• Flag process non‑adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM.
• Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact.
• Work with Team Leads and Trainers to close banking process quality gaps within defined SLA timelines.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management

Industries

Outsourcing and Offshoring Consulting

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