We are currently Hiring and expanding our Contact Centre team for Hyderabad location.

Open Position: 6 Nos.

Senior Associate Quality Assurance - 3 No

Quality Assurance Executive - 3 Nos

Job Location - JBS (Secundrabad)

Qualification - Degree (60% and above)

CTC - 2.5 LPA - 5 LPA

Preferred Industry: Capital Market Experienced, Fintech, NBFC, Banking, Equity, Bonds, Dividends, Investor relation, Investment banking, etc..

Responsibilities The call center quality assurance is responsible for the following:

Technical/Analyst Responsibilities

- Analyze call center data to generate valuable insights to predict customer trends.
- Track key quality assurance metrics for improvement strategies.
- Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.
- Make recommendations on process and policy improvements from reports.
- Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations.
- Develop and improve knowledge of products and knowledge of call center performance and functional requirements.

Customer Service/Satisfaction Responsibilities
- Review agents conversations across all contact touchpoints to measure teams performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents efficiency.
- Serve as an intermediary for escalations from agents and customers.
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.

Operational/Business Process Responsibilities
- Develop process controls, standard operating procedures (SOPs),



and supporting documentation for training, onboarding, and customer support.
- Identify process improvement opportunities to update SOPs.
- Implement and ensure compliance with the companys policies on customer service quality.
- Report support teams performance to supervisors and maintain monthly performance logs.
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
- Provide recommendations to HR on the employment of call center agents.
- Support recruiting and onboarding processes as appropriate.

Technical Requirements
- Have hands-on experience working in call center quality assurance or related roles.
- Have an educational background or recognized certifications in communications, quality management, or related fields.
- Be Familiar with call center QA softwares
- Be tech-savvy and competent in Microsoft Office Suite or Google Workspace.
- Knowledge and experience tracking key customer service QA metrics.
- Have report writing, data visualization, and presentation skills.

Non-Technical Requirements
- Proven history of analytical and problem-solving skills from previous roles.
- Ability to initiate and complete projects without supervision.
- Ability to communicate with discretion, professionalism, and confidentiality when needed.
- Ability to positively contribute to organizational culture.
- Excellent verbal and written communication skills.
- Ability to multitask and thrive in a rapid-paced (dynamic) environment.

Interested Candidates can share your resume with below details [email protected]

Share your below details to schedule your further interview

- Total Experience:
- Relevant Experience
- Qualification
- Current Location:
- Job location (Secundrabad):
- Notice Period (If currently working):
- Current CTC:
- Attached Resume:

Muniyandi Lakshmanan

Team HR

[email protected]

📌 Kfintech Hiring - Quality Analyst (Contact Centre) (Hyderabad)
🏢 KFin Technologies
📍 Hyderabad