QA (Customer Delight Team)

1-3 Years

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Early Applicant

Job Description

Responsibilities

Monitor and evaluate Chat & Email (100+ per day) to ensure quality standards are met.
Identify areas of improvement and provide actionable feedback to agents.
Prepare and share weekly/monthly quality reports.
Collaborate with training and operations teams to implement process improvements.
Conduct calibration sessions, quality sessions, dip checks, TNI, BQM, CSAT & DSAT analysis to ensure consistency in evaluations.
Assist in updating quality guidelines and audit forms based on business needs.
Prepare dashboards and review performance metrics regularly.

Skills & Requirements

13 years of experience in a QA role, preferably in fintech or banking.
Strong analytical and communication skills; fluency in Hindi and English is a must.
Graduation in any stream.
Attention to detail and a proactive approach to problem-solving.
Familiarity with QA tools, CRM systems, and dashboard preparation.
Strong knowledge of Excel is a must.