Quality Analyst – Capital & Stock Markets

TP; Gurugram District; On-site; INR 500,000 - 750,000; Full time

Job summary

TP invites applications for an experienced Quality cum Trainer with Capital Markets exposure to monitor and audit agent calls, ensure compliance, and train staff to improve productivity and process knowledge for a banking client.

The role requires strong QA, coaching, and reporting skills, NISM VII certification, and thorough knowledge of securities operations. Join our team to drive quality and customer experience.

Qualifications

• Graduate with exposure to Capital Markets, Stock Market, or Broking processes.
• Experience in QA, call monitoring, and call auditing.
• Experience in delivering training, coaching, or refresher sessions.
• Knowledge of financial products, trading processes, and compliance requirements.
• NISM Series VII certification in Securities Operations and Risk Management.

Responsibilities

• Conduct call monitoring, quality audits, and evaluations of agents handling Capital Markets / Stock Market / Broking processes.
• Assess calls for accuracy, compliance, customer handling, process adherence, and regulatory requirements.
• Provide constructive feedback and coaching to agents based on quality audit findings.
• Identify training needs and conduct refresher sessions, process training, and performance improvement programs.
• Prepare and maintain quality reports, audit scores, feedback trackers, and training records.
• Perform root cause analysis of quality errors and recommend corrective actions.
• Ensure adherence to banking client policies, process guidelines, and applicable regulatory requirements.
• Coordinate with Operations and Training teams to improve overall quality and customer experience.

Skills

QA & Auditing

Call Monitoring

Training Delivery

Regulatory Knowledge

Financial Products

NISM VII

Education

Graduate

Job description

We are looking for an experienced Quality cum Trainer with experience in Capital Markets, Stock Market, or Broking processes. The candidate will be responsible for monitoring and auditing agent calls, ensuring compliance with quality standards, identifying performance gaps, and delivering training to improve agent productivity and process knowledge for a banking client.

Key Responsibilities

• Conduct call monitoring, quality audits, and evaluations of agents handling Capital Markets / Stock Market / Broking processes.
• Assess calls for accuracy, compliance, customer handling, process adherence, and regulatory requirements.
• Provide constructive feedback and coaching to agents based on quality audit findings.
• Identify training needs and conduct refresher sessions, process training, and performance improvement programs.
• Prepare and maintain quality reports, audit scores, feedback trackers, and training records.
• Perform root cause analysis of quality errors and recommend corrective actions.
• Ensure adherence to banking client policies, process guidelines, and applicable regulatory requirements.
• Coordinate with Operations and Training teams to improve overall quality and customer experience.

Required Skills & Qualifications

• Graduate
• Prior experience in a Capital Markets, Stock Market, Broking, or Investment Services process.
• Experience in Quality Assurance (QA), call monitoring, and call auditing.
• Experience in delivering training, coaching, or refresher sessions to agents.
• Knowledge of financial products, trading processes, and compliance requirements.
• NISM Series VII certification in Securities Operations and Risk Management.
• Strong communication, analytical, coaching, and reporting skills.