Key Responsibilities

- Conduct quality audits as per sampling plan and SLA.

- Monitor customer interactions across calls, emails, chats, and tickets.

- Identify critical and recurring errors and recommend corrective actions.

- Conduct feedback, coaching, and calibration sessions.

- Deliver induction, refresher, and process training.

- Prepare daily, weekly, and monthly QA MIS and dashboards.

- Perform Root Cause Analysis (RCA) and recommend process improvements.

- Ensure compliance with company policies and regulatory requirements.

- Support internal and external audits.

Required Skills & Competencies

- Quality monitoring and auditing

- Analytical and problem-solving skills

- Excellent communication

- Coaching and feedback

- RCA

- Excel and MIS reporting

- CRM/QA tools

- Attention to detail

Preferred Qualifications

- Bachelor's degree in any discipline.

- 2 to 5 years of QA experience in Banking, NBFC, Fintech, BPO or Customer Service.

📌 Quality Analyst (Gurugram)
🏢 Bridgexcel
📍 Gurugram