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