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.

Quality Analyst Capital & Stock Markets