*Position:* Quality Analyst
*Location:* Malad, Mumbai
*Qualification:* Graduate in any discipline
*Shifts:* Rotational Shift (including night shifts)
[5 days working with 2 rotational weekoffs]

Job Summary:
We are looking for a Quality Analyst to monitor, evaluate and improve the quality of customer interactions for our BPO process. The role is responsible for call auditing, feedback, calibration and driving process improvements to enhance CSAT, QA scores and compliance.

*Key:*

Candidate should have experience in Wealth management, investment services, German insurance etc.

*Key Roles & Responsibilities:*

*Quality Monitoring & Auditing:*
- Audit calls, chats & emails as per defined sampling
- Evaluate agents on communication, product knowledge, process adherence, and customer handling
- Identify process gaps,



customer pain points and repeat issues

*Feedback & Coaching:*
- Provide detailed feedback to agents and Team Leaders for performance improvement
- Conduct 1:1 coaching sessions, refresher trainings and OJT
- Track and maintain feedback documentation and improvement plans (PIP)

*Reporting & Calibration:*
- Prepare Daily / Weekly / Monthly Quality Reports, MIS and Dashboard
- Participate in internal & external calibrations with Operations and Client QA team
- Maintain QA scores, publish Quality Scorecards and drive Top 2 Bottom Quartile movement

Interested candidates share resume on

[email protected]

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📌 Quality Analyst (Mumbai)
🏢 TP
📍 Mumbai