Quality Analyst
Location-Malad ,
Rotation Shift,
BPO-
Please share your resume to the below mail ID and drop a message or call to the mobile number
Mail ID : [Confidential Information]
Contact # 8050980644
- Audit inbound and outbound interactions handled by Sky RMs within the Banking process.
- Evaluate calls, emails, and CRM cases against predefined quality parameters, including:
- Accuracy of banking information and ownership of query
- Communication tone, empathy, and resolution ability
- Collections and negotiation handling specific to banking customers
- System updates and SR closure discipline in line with banking process standards
- Generate structured feedback reports for all RMs and track improvements through regular review cycles.
- Maintain audit samples, call IDs, and case notes in compliance with the Quality Management Framework (QMF) and banking audit standards.
Calibration & Feedback Alignment
- Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation across the Banking process.
- Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports.
- Identify common banking process gaps and recommend corrective action or refresher training.
Governance, Process, and Compliance
- Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols for banking operations.
- Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM.
- Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact.
- Work with Team Leads and Trainers to close banking process quality gaps within defined SLA timelines.
