Quality Analyst

Job Title: Quality Analyst

Industry: BPO / Banking

Location: Thane, Mumbai

CTC: Up to ₹5 LPA

Employment Type: Full-time

Joining: Immediate Joiners Preferred

Job Description

We are looking for an experienced Quality Analyst to join our BPO/Banking operations team in Thane, Mumbai. The ideal candidate will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions to ensure compliance with internal standards and client requirements.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and banking compliance guidelines
• Conduct regular audits and share detailed feedback with agents and team leads
• Identify training needs based on quality gaps and coordinate with training teams
• Prepare and present quality reports, dashboards, and performance metrics
• Support calibration sessions with internal and client stakeholders
• Drive continuous process improvement and ensure service excellence
• Maintain quality documentation and SOPs

Eligibility Criteria

• Graduation mandatory
• 1–4 years of experience as a Quality Analyst in BPO / Banking processes
• Strong knowledge of QA tools, frameworks, and compliance standards
• Excellent communication, analytical, and presentation skills
• Proficient in MS Excel and reporting
• Immediate joiners will be given preference

Preferred Skills

• Experience in Banking / Financial Services QA
• Strong attention to detail and problem-solving ability
• Ability to work independently and meet tight deadlines
• Stakeholder management skills

What We Offer

• Competitive salary up to ₹5 LPA
• Opportunity to work with leading banking processes
• Career growth and learning opportunities
• Professional and supportive work environment

For more information reach out to HR - Neha

8008325085

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