Quality Analyst (International Banking)

TP; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

TP in Chennai invites experienced Quality Analyst to monitor customer interactions within banking/BFSI processes, ensure compliance with KYC/AML, and drive continuous improvement.

The role requires 5–6 years' experience in international banking QA, strong analytics, Excel and dashboard reporting, and stakeholder management; rotations include night shifts with 5 days a week. Immediate joiners preferred.

Qualifications

• Graduate in any discipline.
• 5–6 years of experience as a Quality Analyst in International Banking/BFSI.
• Strong understanding of Banking Operations, KYC, AML, and Compliance.

Responsibilities

• Monitor and audit customer interactions including calls, emails, and chats as per quality guidelines.
• Conduct quality evaluations and provide constructive feedback to agents and team leaders.
• Identify process gaps, compliance risks, and customer experience improvement opportunities.
• Ensure adherence to banking regulations, KYC, AML, compliance, and internal quality standards.
• Prepare and maintain quality reports, scorecards, and performance dashboards.
• Analyze quality trends and recommend action plans for continuous improvement.
• Participate in calibration sessions with operations and training teams.
• Support process improvement initiatives and quality enhancement projects.
• Conduct root cause analysis for customer complaints and recurring errors.
• Work closely with stakeholders to drive service excellence and customer satisfaction.

Skills

Quality Assurance

Banking Operations

KYC AML compliance

Excel Reporting

Stakeholder Management

PowerPoint

Education

Bachelor's degree

Tools

Quality monitoring tools

Dashboards

Job description

Role & responsibilities

• Monitor and audit customer interactions including calls, emails, and chats as per quality guidelines.
• Conduct quality evaluations and provide constructive feedback to agents and team leaders.
• Identify process gaps, compliance risks, and customer experience improvement opportunities.
• Ensure adherence to banking regulations, KYC, AML, compliance, and internal quality standards.
• Prepare and maintain quality reports, scorecards, and performance dashboards.
• Analyze quality trends and recommend action plans for continuous improvement.
• Participate in calibration sessions with operations and training teams.
• Support process improvement initiatives and quality enhancement projects.
• Conduct root cause analysis for customer complaints and recurring errors.
• Work closely with stakeholders to drive service excellence and customer satisfaction.

Required Skills & Qualifications:

• Graduate in any discipline.
• 2+ years of experience as a Quality Analyst in an International Banking/BFSI process.
• Strong understanding of Banking Operations, KYC, AML, Account Opening, Customer Onboarding, and Compliance.
• Excellent analytical and problem-solving skills.Hands-on experience with quality monitoring tools and reporting dashboards.
• Strong communication and stakeholder management skills.
• Proficiency in MS Excel, PowerPoint, and reporting tools.

Preferred Skills:

• Experience in Commercial Banking, Corporate Banking, or Retail Banking operations.
• Knowledge of Six Sigma, Lean, COPC, or other quality methodologies is an added advantage.
• Experience in handling international clients and global banking processes.

Key Performance Indicators (KPIs):

• Quality Scores
• Compliance Adherence
• Error Reduction
• Customer Satisfaction (CSAT)
• Process Improvement Initiatives
• Audit Accuracy and Timeliness

Shift & Work Schedule:

• Rotational shifts / Night shifts as per business requirements.
• 5 Days Working with rotational week offs.

Experience: 5-6 Years Location: Chennai (Perungalathur) Notice Period: Immediate Joiners