Description

Job Summary: We are looking for a detail-oriented and analytical Quality Analyst (QA) to monitor and evaluate the quality of customer interactions and operational processes. The ideal candidate will ensure compliance with company standards, improve customer satisfaction, and provide feedback for performance enhancement. Key Responsibilities: - NBFC and Banking sector experience preffered. - Monitor and evaluate inbound and outbound calls, emails, chats, or support tickets for quality, accuracy, and compliance. - Identify process gaps and recommend improvements to enhance customer experience. - Provide actionable feedback to agents, team leaders, and operations based on quality audits. - Collaborate with the training team to develop and deliver refresher sessions or targeted coaching. - Prepare and maintain quality reports, scorecards, and performance summaries. - Ensure adherence to service-level agreements (SLAs), company policies, and compliance standards. - Participate in calibration sessions with internal and client stakeholders. - Stay updated on product/process knowledge to maintain high-quality standards. Required Skills & Qualifications: - Graduate in any discipline. - Excellent communication and interpersonal skills. - Strong analytical and observation skills. - Proficient in MS Office (Excel, Word, PowerPoint).

Role and Responsibilities

• Key Responsibilities: - NBFC and Banking sector experience preffered. - Monitor and evaluate inbound and outbound calls, emails, chats, or support tickets for quality, accuracy, and compliance. - Identify process gaps and recommend improvements to enhance customer experience. - Provide actionable feedback to agents, team leaders, and operations based on quality audits. - Collaborate with the training team to develop and deliver refresher sessions or targeted coaching. - Prepare and maintain quality reports, scorecards, and performance summaries. - Ensure adherence to service-level agreements (SLAs), company policies, and compliance standards. - Participate in calibration sessions with internal and client stakeholders. - Stay updated on product/process knowledge to maintain high-quality standards.