Role & responsibilities

- Monitor and audit customer interactions including calls, emails, and chats as per quality guidelines.
- Conduct quality evaluations and provide constructive feedback to agents and team leaders.
- Identify process gaps, compliance risks, and customer experience improvement opportunities.
- Ensure adherence to banking regulations, KYC, AML, compliance, and internal quality standards.
- Prepare and maintain quality reports, scorecards, and performance dashboards.
- Analyze quality trends and recommend action plans for continuous improvement.
- Participate in calibration sessions with operations and training teams.
- Support process improvement initiatives and quality enhancement projects.
- Conduct root cause analysis for customer complaints and recurring errors.
- Work closely with stakeholders to drive service excellence and customer satisfaction.

Required Skills & Qualifications:

- Graduate in any discipline.
- 2+ years of experience as a Quality Analyst in an International Banking/BFSI process.
- Strong understanding of Banking Operations, KYC, AML, Account Opening, Customer Onboarding, and Compliance.
- Excellent analytical and problem-solving skills.




- Hands-on experience with quality monitoring tools and reporting dashboards.
- Solid communication and stakeholder management skills.
- Proficiency in MS Excel, PowerPoint, and reporting tools.

Preferred Skills:

- Experience in Commercial Banking, Corporate Banking, or Retail Banking operations.
- Knowledge of Six Sigma, Lean, COPC, or other quality methodologies is an added advantage.
- Experience in handling international clients and global banking processes.

Key Performance Indicators (KPIs):

- Quality Scores
- Compliance Adherence
- Error Reduction
- Customer Satisfaction (CSAT)
- Process Improvement Initiatives
- Audit Accuracy and Timeliness

Shift & Work Schedule:
- Rotational shifts / Night shifts as per business requirements.
- 5 Days Working with rotational week offs.

Experience: 5-6 Years

Location: Chennai (Perungalathur)

Notice Period: Immediate Joiners

Interested candidates with International Banking Quality experience can apply.

Share your CV [email protected]

📌 Quality Analyst (International Banking) (Chennai)
🏢 TP
📍 Chennai