Job highlights

- Experience in audit and coaching processes with banking background preferred, strong skills in call audit, feedback delivery, MS-Excel and PowerPoint

- Conduct audits on calls and chats, analyze data, provide feedback, drive improvements, prepare and execute training needs analysis, ensure compliance

Key Responsibilities:

- High performance delivery on all quality parameters.

- Audit chats & calls on Product/process, Communication and soft skills parameters.

- Conduct audits and feedback for the targeted population with the objective of improving scores ,driving integrity & proficiency.

- Data analysis and creation of designated reports/presentations.

- Participate in calibrations to ensure consistent scoring & feedback delivery approach.

- Communicate to heighten awareness and focus on importance of positive customer experience.

- Make recommendations and drive improvement.

- Reduce the learning curve and help enhance the product/process knowledge of recent team members.

- Ensure that internal policies, procedures,



and compliance regulations are being followed

- Customer/client Interactions.

- Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.

- Prepare TNA , publish and execute for 100% closure.

Desired Skills:

- Banking Experience Preferred

- Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc.

- Must have the ability to work under pressure.

- Understanding of the Audit & Coaching process.

- Ability to observe, analyze and give constructive feedback.

- Presentation, Feedback & Coaching skills.

- Hands on experience in MS-Office- preferably in MS-Excel and Power Point.

- Interpersonal skills and Teamwork

- Analytical / Quantitative skills

- Data Handling / data interpretation

- Process orientation & structured thinking.

- Willingness to work in Night Shifts.

📌 Quality Evaluator (Noida)
🏢 Concentrix
📍 Noida