Call Monitoring & Transaction Evaluation

- Monitor and evaluate inbound and outbound customer calls against the financial platform QA Scorecard
- Score transactions across Soft Skills, Probing Skills, Policy & Procedures, and ZCD compliance criteria
- Accurately identify and document failure indicators using defined sub-parameters and scoring methodology
- Achieve a minimum daily/weekly transaction monitoring target as set by the business
- Submit completed scorecards to the Calibration Log accurately and within defined timelines

Compliance & Regulatory Vigilance

- Identify and flag all Zero Call Driver (ZCD) events — KYC bypasses, security breaches, and skilled misconduct — in real time
- Ensure all KYC and data privacy obligations are correctly applied and documented
- Escalate confirmed compliance breaches immediately to the business as per defined SOP
- Maintain accurate records of all compliance-related defects in the QA system with supporting evidence (call recordings, CRM screenshots)

Calibration & Quality Governance

- Participate in weekly calibration sessions with the QA Manager and Team Leaders to ensure scoring consistency
- Apply the agreed strike system and disciplinary matrix accurately when identifying repeat defects
- Track defect trends by attribute, agent, and team to surface coaching opportunities and systemic issues
- Maintain the Calibration Log with accurate, complete, and consistently formatted entries

Reporting & Insights

- Prepare and submit weekly and monthly QA performance reports by agent,



team, and attribute
- Highlight agents at risk of strike escalation and flag to Team Leaders within defined timelines
- Contribute to root cause analysis when QA scores fall below threshold (below 80%)
- Support the QA Manager in producing client-facing quality reports and performance dashboards

Coaching Support & Agent Development

- Share evaluated call findings with Team Leaders to facilitate targeted coaching conversations
- Identify recurring failure patterns by individual agent and recommend specific retraining interventions
- Participate in side-by-side monitoring or call listening sessions for agents on Performance Improvement Plans (PIP)
- Support onboarding of new agents by reviewing and scoring their early monitored interactions with detailed feedback

Education Graduate in any discipline. Additional certification in
Quality Management or Contact Centre Operations is an advantage.

Experience 2 to 5 years of experience in a call centre QA, quality
monitoring, or process compliance role. Fintech, BFSI, or digital payments
experience strongly preferred.

Salary:
Maximum ₹45,000.00 PM

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹45,000.00 per month

Ability to commute/relocate:

- Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:

- QA: 1 year (Required)
- BPO Sector : 1 year (Required)

Language:

- English (Required)

Work Location: In person

📌 Quality Analyst - Call Center (Ahmedabad)
🏢 IBT Global Service
📍 Ahmedabad