Job Title: Quality Analyst – Voice Process (Banking/BPO)
Location:
Thane, Mumbai
Salary:
₹3.5 – 4 LPA (CTC)
Industry:
Banking / BPO / Financial Services
Employment Type:
Full-Time | On-site
Joining:
Immediate Joiners Preferred
Job Description:
We are looking for an experienced Quality Analyst (Voice Process) to monitor and evaluate customer interactions for a leading Banking/BPO process. The ideal candidate will ensure adherence to quality standards, process guidelines, and regulatory requirements while driving continuous improvement in agent performance.
Key Responsibilities:
- Monitor live, recorded, and side-by-side calls for voice support agents as per defined quality parameters
- Conduct quality audits and provide timely, structured feedback to agents
- Identify process gaps, training needs, and improvement areas based on audit findings
- Prepare and share quality reports, dashboards, and trend analysis with stakeholders
- Ensure compliance with banking regulations, SOPs, and client requirements
- Collaborate with Operations and Training teams to improve overall performance
- Participate in calibration sessions and maintain scoring consistency
- Support client audits and internal quality reviews
Desired Skills & Competencies:
- Strong knowledge of Quality frameworks in Voice BPO processes
- Exposure to Banking / Financial Services processes (preferred)
- Excellent communication, analytical, and presentation skills
- Hands-on experience in call evaluations, feedback delivery, and coaching
- Good working knowledge of MS Excel and reporting tools
- Ability to work under pressure and meet timelines
Eligibility Criteria:
- Minimum 1–3 years of experience as a Quality Analyst in a Voice BPO / Banking process
- Graduate in any discipline
- Immediate or short notice joiners preferred
- Willingness to work in onsite setup at Thane (Mumbai)
For more information reach out to Neha - HR
8008325085
[Confidential Information]
