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).

Quality Analyst - Banking Process