Quality Analyst - Banking Process

Selections HR Services Private Limited; Pune District; On-site; INR 500,000 - 800,000; Full time

Job summary

A renowned HR services firm is looking for an experienced Quality Analyst in Pune. This role involves monitoring and improving customer support quality compliance within banking processes. The ideal candidate is expected to have over 2 years of quality analysis experience, strong auditing skills, and a solid understanding of banking standards. The position promotes career growth and offers full-time employment in a dynamic environment.

Qualifications

• 2+ years of experience as a Quality Analyst in banking or financial customer support.
• Strong auditing experience across calls, chats, and emails.
• Experience in blended processes (voice + non-voice) is mandatory.

Responsibilities

• Conduct call audits and evaluations for the customer support team.
• Ensure adherence to quality parameters and compliance guidelines.
• Provide feedback and coaching to support agents.

Skills

Quality analysis

Auditing

Analytical skills

Excellent communication

Understanding of KYC norms

Feedback delivery

Education

Graduate in any stream (Commerce/Finance preferred)

Tools

RCA tools

Pareto Analysis

QC tools

Job description

Role Overview

We are looking for an experienced Quality Analyst with strong exposure to banking customer support processes (voice + non-voice). The role involves monitoring interactions, identifying gaps, driving process excellence, and ensuring compliance with bank policies, service standards, and regulatory guidelines.

Key Responsibilities

• Conduct call audits, email/chat evaluations, and case reviews for the blended customer support team.
• Ensure adherence to quality parameters, compliance guidelines, and standard operating procedures.
• Identify error trends, process gaps, and training needs through data-driven insights.
• Provide timely feedback, coaching, and performance improvement guidance to support agents.
• Develop quality scorecards, checklists, and audit frameworks for the banking process.
• Work closely with Team Leaders, Trainers, and Operations to improve accuracy, customer experience, and turnaround time.
• Monitor regulatory compliance (KYC norms, data privacy, security protocols, and customer communication standards).
• Prepare daily/weekly/monthly quality reports and dashboards.
• Support RCA (Root Cause Analysis) and corrective action implementation.
• Participate in calibration sessions with clients and internal teams to maintain scoring consistency.

Required Skills & Experience

• 2+ years of experience as a Quality Analyst in banking, BFSI, or financial customer support process.
• Strong auditing experience across calls, chats, and emails.
• Solid understanding of banking customer service workflows, KYC norms, compliance guidelines, and escalation handling.
• Proficient in quality tools: RCA, Pareto Analysis, 7 QC tools, control checklists, etc.
• Excellent communication skills with the ability to give structured feedback.
• Strong analytical and documentation skills.
• Experience in blended processes (voice + non-voice) is mandatory.

Education

• Graduate in any stream (Commerce/Finance preferred).

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industries

Banking, Telephone Call Centers, and Outsourcing and Offshoring Consulting

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