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 current process launches, pilot programs, and change management.
- Key Performance Indicators (KPIs)
- Quality Score / Audit Score
- Compliance Adherence
- CSAT / NPS Improvement
- R
📌 Quality Analyst Manager (Thane)
🏢 Hiring Street
📍 Thane
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