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).
