Job Title: Quality Analyst

Location: Hyderabad

Package: Up to 8,00,000 per annum

Position Overview:

We are seeking an experienced Quality Analyst with a minimum of 5 years in the international BPO sector. The successful candidate will possess excellent communication skills and a strong background in product and process quality assurance within the banking domain. This role emphasizes soft skills and the ability to analyze and enhance training and support processes.

Key Responsibilities:

- Evaluate and monitor the quality of service provided by customer support teams, ensuring adherence to company standards.
- Conduct assessments of customer interactions across various platforms, including chat and call systems.
- Analyze banking transactions related to credit/debit cards, payments, and fraud detection to ensure service quality.
- Collaborate with training teams to identify areas for improvement and create effective training methodologies.
- Prepare training materials and presentations to facilitate ongoing education and improvement.
- Implement Training Needs Identification (TNI) and Training Needs Analysis (TNA) for quality training assessments.
- Monitor On-the-Job Training (OJT) effectiveness and optimize training metrics.




- Provide feedback and coaching to customer support agents based on performance evaluations.
- Maintain documentation of quality assessments and training sessions for tracking improvement areas.

Required Skills and Qualifications:

- Minimum of 5 years of experience in international BPO environments.
- Expertise in quality assurance and process training, specifically in banking operations.
- Solid communication skills with an emphasis on coaching and feedback.
- Proficiency in preparing training materials and conducting quality assessments.
- Familiarity with performance metrics and assessment tools.
- Continuous career progression with no gaps in overall experience is preferred.
- Ability to work from the office, with transport provided.

Additional Information:

The Quality Analyst will be expected to uphold high standards of quality assurance and stay updated on industry trends. Candidates should demonstrate a commitment to continuous improvement and operational excellence.

Contact Details:

For inquiries or to apply, please contact:

Raees

Phone: (phone hidden)

Email: [email protected]

📌 QualityAnalyst (Hyderabad)
🏢 nexgenhiringexperts
📍 Hyderabad