We are hiring Quality Analyst for Customer Service - Inbound (Fintech Process)

Location: Ghansoli, Navi Mumbai

Job Role:-

The Quality Analyst is responsible for monitoring and improving service quality through audits, data analysis, root cause identification, and corrective actions. Utilizes quality tools, including 7 QC tools and Pareto Analysis, to drive continuous improvement and ensure adherence to quality standards.

Key Responsibilities:-

- Conduct quality audits and process assessments.
- Analyze quality metrics and identify root causes.
- Drive corrective and preventive action plans.
- Gather feedback to improve processes and service quality.
- Perform call calibrations and ensure quality compliance.
- Monitor performance and recommend improvements.
- Collaborate with stakeholders to enhance service delivery.
- Prepare quality reports and actionable insights.
- Drive continuous quality improvement initiatives.
- Maintain audit documentation and quality records.
- Deliver quality training, coaching, and calibration sessions.

Criteria:-

- Graduation (any stream)




- Overall 3 years experience, including 1 year as a Quality Analyst.
- Experience in the Customer Service/BPO/Call Center industry.
- Excellent communication and interpersonal skills.
- Knowledge of quality tools and techniques, including Pareto Analysis.

Shift timings: 24x7 (9 hour shift) 6 days working

Week Off: 1 Rotational Off

If the above role aligns with your experience and skill set, please share your updated resume at [email protected] or connect with me on WhatsApp at (phone hidden).

Role: Quality Analyst, Industry Type: BPM / BPO, Department: Quality Assurance, Employment Type: Full Time, Permanent Role Category: Business Process Quality Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills Inbound ProcessCall AuditCall CalibrationFeedbackCSAT Customer ServiceVoice ProcessNet Promoter ScoreTNITNAOJTMIS ReportingZTPBQMRCARoot Cause AnalysisQC ToolsCall Quality

📌 Quality Analyst _ Customer Service Inbound _Fintech (Navi Mumbai)
🏢 Hexaware Technologies
📍 Navi Mumbai