Industry: Banking / BPO

Location: Thane (Mumbai)

Salary: ₹5 LPA – ₹6 LPA

Employment Type: Full-Time

Joiners: Immediate to 15 Days Preferred

Job Description

We are looking for an experienced Quality Analyst to join our Banking/BPO operations team in Thane, Mumbai. The ideal candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with quality standards, and driving continuous improvement in service delivery.

Key Responsibilities

Monitor and evaluate customer interactions (calls/chats/emails) to ensure adherence to quality standards and process guidelines
Conduct regular quality audits and share detailed feedback with agents and team leaders
Analyze performance metrics and identify gaps, trends, and areas for improvement
Prepare and share quality reports, scorecards, and dashboards with stakeholders
Support training and calibration sessions to align teams with quality expectations
Ensure compliance with banking regulations, internal policies, and SOPs
Work closely with operations, training, and leadership teams to improve overall customer experience
Participate in client audits and internal reviews when required

Required Skills & Qualifications

2–5 years of experience as a Quality Analyst in Banking / BPO operations
Strong knowledge of quality frameworks, call monitoring, and compliance standards
Hands-on experience in voice and/or non-voice processes
Excellent analytical, reporting, and documentation skills
Strong communication and feedback delivery skills
Proficient in MS Excel and reporting tools
Graduation in any discipline (mandatory)

Preferred Skills

Experience in BFSI / Banking domain
Knowledge of Six Sigma / COPC standards (added advantage)
Exposure to client interactions and audits
Immediate joiners or short notice period candidates

For more information reach out to Neha - HR

8008325085

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