Quality Analyst – V-KYC

Responsibilities:

Monitor and evaluate 100+ V-KYC calls per day to ensure quality standards and compliance are

met.

Identify improvement areas and provide clear, actionable feedback to agents.

Prepare and share weekly and monthly quality reports.

Collaborate with Training & Operations teams to implement process improvements.

Conduct calibration sessions, quality sessions, dip checks, TNI, BQM, CSAT & DSAT analysis to

ensure consistency.

Assist in updating quality guidelines, SOPs, and audit forms based on business requirements.

Prepare and maintain dashboards, perform data analysis, and review performance metrics

regularly.

Skills & Requirements:

13 years of experience in a QA role, preferably in Fintech or Banking.

Strong communication and analytical skills; fluency in Hindi and English is mandatory.

Graduation in any stream.

Strong attention to detail and a proactive problem-solving mindset.

Familiarity with QA tools, CRM platforms, and dashboard creation.

Advanced Excel skills required.

7-day working environment with one rotational week off.