Job Summary:

Call & E-mail quality Analyst

We are looking for a Call & E-mail Quality Analyst (QA) to monitor, evaluate, and enhance the quality of customer interactions across inbound, outbound, email, and chat support channels. The candidate will be responsible for ensuring adherence to company policies, operational processes, compliance standards, and customer service quality benchmarks. The role also includes performance evaluation, feedback sessions, mentoring support staff, and collaborating with operations teams to improve customer experience and process efficiency.

The candidate should possess an understanding of stock market operations and prior experience in quality monitoring within a brokerage, financial services, or call centre workplace.

Salary Range - 3,50,000 to 4,00,000 PA

Preference to Immediate Joiners with relevant experience

Role & responsibilities

Monitoring & Evaluation: Monitor and audit calls, chats, and emails to evaluate adherence to quality and compliance standards.

Performance Scoring:



Using scorecards to rate agent interactions based on defined metrics (e.g., greetings, resolution, tone).

Coaching & Feedback: Identify gaps in pitch, product knowledge, and soft skills to improve customer satisfaction and provide constructive, actionable, and regular feedback to agents to improve communication skills and service delivery.

Interdepartmental Collaboration Work with cross-functional teams to ensure that quality standards align with company objectives.

Process Improvement: Proposing improvements to scripts, policies, and training materials.

Preferred candidate profile

Understanding of stock market operations and brokerage products.
Knowledge of call centre/customer support operations (inbound & outbound).
Good communication and interpersonal skills.
Ability to identify operational gaps and recommend improvements.
Ability to handle escalations and performance discussions professionally.

📌 Call & Mail Quality Analyst (Delhi)
🏢 South Asian Stocks
📍 Delhi