Job Title

Quality Analyst Customer Service

Department

Customer Experience

Location

L&T; Finance Mahape, Navi Mumbai

Experience

1 5 years (Contact Center Quality / Banking or NBFC preferred)

Job Summary

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions across voice, email, chat, and digital channels in a banking/NBFC contact center. The role ensures adherence to regulatory guidelines, internal policies, and service quality standards while driving continuous improvement in customer experience.

Key Responsibilities

- Quality Monitoring & Evaluation
- Conduct regular quality audits of customer interactions from all channels
- Evaluate interactions against defined quality parameters, SOPs, SLAs, and compliance requirements.
- Identify gaps in process, product knowledge, communication, and regulatory adherence.

- Compliance & Risk

- Ensure compliance with RBI guidelines, internal policies, and data privacy standards.
- Highlight compliance breaches, mis-selling risks, and customer detriment cases.
- Support audits (internal/external) and regulatory reviews when required.

- Feedback & Coaching

- Provide timely, constructive feedback to Customer Service Executives (CSEs).
- Partner with Team Leaders and Training teams to create coaching and improvement plans.
- Track agent performance trends and improvement progress.

- Reporting & Analysis

- Prepare daily/weekly/monthly quality reports and dashboards.
- Analyze root causes for quality failures and recurring customer issues.




- Share insights and recommendations with operations and leadership teams.

- Process Improvement

- Recommend process enhancements to improve CSAT/NPS, FCR, and compliance scores.
- Participate in calibration sessions to ensure scoring consistency.
- Support new process launches, pilot programs, and change management.

- Key Performance Indicators (KPIs)

- Quality Score / Audit Score
- Compliance Adherence
- CSAT / NPS Improvement
- Reduction in Repeat Errors & Escalations
- Calibration Accuracy

- Skills & Competencies

- Robust knowledge of contact center quality frameworks
- Understanding of banking/NBFC products (loans, cards, accounts, collections, etc.)
- Familiarity with CRM, call monitoring tools, and QA systems
- Good command of MS Excel, PowerPoint, and reporting tools

- Behavioural

- Strong analytical and problem-solving skills
- Analytical and problem-solving mindset
- Excellent communication and feedback skills
- Ability to handle sensitive compliance issues professionally
- Stakeholder management and collaboration skills

- Qualifications

- Minimum Qualification of a bachelors degree
- Quality certifications (COPC, Six Sigma, ISO, etc.) added advantage

- Preferred Experience

- Experience in Banking or NBFC contact centers
- Exposure to regulatory compliance, audits, and customer grievance handling
- Experience across voice and non-voice channels

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Quality Analyst Manager - Mahape (Thane)
🏢 Hiring Street
📍 Thane