Key Roles and Responsibilities:

- Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.

- Ensure accurate and timely completion of assigned audit volumes.

- Ability to review chat interactions against the quality scorecard

- Ability to evaluate tone, empathy, and professionalism

- Provide real-time and retrospective coaching & feedback to improve performance.

- Participate in internal and client calibration sessions to maintain scoring consistency.

- Conduct RCA for repeat defects, critical errors, and performance trends.

- Analyze audit results and quality trends.

- Prepare daily, weekly, and monthly quality reports and dashboards.

- Identify challenge areas and suggest methods to improve quality, at the individual and program levels

- Monitor compliance with regulatory, client,



and organizational requirements

- Identify focus group, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.

Good-to-Have Hiring Skills:

- Strong knowledge of Fraud & KYC

- Excellent analytical, problem solving, and decision-making skills.

- Ability to work under pressure and meet tight deadlines.

- Good communication skills, both written and verbal

- High attention to detail and solid organizational skills.

- High Integrity, confidentiality and compliance mindset.

Interested candidates please share resume on [email protected]

📌 Hiring Quality Analyst For non voice process (Pune)
🏢 Wipro
📍 Pune