Quality Analyst | Banking International

TP; Mumbai Suburban; Sur place; INR 279 000 - 391 000; Plein temps

Résumé du poste

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

You will work in wealth management-related domain knowledge and collaborate with Operations and Client QA teams, with rotational shifts including night shifts. 5 days work with 2 rotational weekoffs.

Qualifications

• Graduate in any discipline with analytical aptitude.
• Experience in QA, auditing, and customer interactions is preferred.
• Willingness to work rotational shifts including nights.

Responsabilités

• Audit calls, chats and emails as per sampling and standards.
• Provide detailed feedback to agents and team leaders for improvement.
• Prepare quality reports and participate in calibrations with QA and Operations.

Connaissances

Quality auditing

Feedback & coaching

CSAT improvement

QA score improvement

Formation

Graduate in any discipline

Description du poste

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

Position: Quality Analyst

Location: Malad, Mumbai

Qualification: Graduate in any discipline

Shifts: Rotational Shift (including night shifts)

[5 days working with 2 rotational weekoffs]

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.

Key Roles & Responsibilities

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