Industry: Banking / BPO
Location: Thane (Mumbai)
Salary: ₹5 LPA – ₹6 LPA
Employment Type: Full-Time
Joiners: Immediate to 15 Days Preferred
Job Description
We are looking for an experienced Quality Analyst to join our Banking/BPO operations team in Thane, Mumbai. The ideal candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with quality standards, and driving continuous improvement in service delivery.
Key Responsibilities
- Monitor and evaluate customer interactions (calls/chats/emails) to ensure adherence to quality standards and process guidelines
- Conduct regular quality audits and share detailed feedback with agents and team leaders
- Analyze performance metrics and identify gaps, trends, and areas for improvement
- Prepare and share quality reports, scorecards, and dashboards with stakeholders
- Support training and calibration sessions to align teams with quality expectations
- Ensure compliance with banking regulations, internal policies, and SOPs
- Work closely with operations, training, and leadership teams to improve overall customer experience
- Participate in client audits and internal reviews when required
Required Skills & Qualifications
- 2–5 years of experience as a Quality Analyst in Banking / BPO operations
- Strong knowledge of quality frameworks, call monitoring, and compliance standards
- Hands-on experience in voice and/or non-voice processes
- Excellent analytical, reporting, and documentation skills
- Strong communication and feedback delivery skills
- Proficient in MS Excel and reporting tools
- Graduation in any discipline (mandatory)
Preferred Skills
- Experience in BFSI / Banking domain
- Knowledge of Six Sigma / COPC standards (added advantage)
- Exposure to client interactions and audits
- Immediate joiners or short notice period candidates
For more information reach out to Neha - HR
8008325085
[Confidential Information]
