Quality Analyst

Experience: 1-2 Years

Location: Gurugram

Job Type: On-Site

Company Description

IndiaLends is a financial technology start-up based in Delhi-NCR. The company was founded by former UK’s Capital One banker Gaurav Chopra who has more than 15 years of domain expertise in driving innovation in digital finance, credit analytics and mobile payments in the Indian and global markets. We aim to make financial products affordable and easily accessible to the person when needs financial assistance at the most. Our team is equipped with experienced and qualified finance professionals associated from the top-notch institutions such as IIT, LBS, IIM, Stephen's, LSE, and various global banks.

Key Responsibilities:

• Audit and evaluate customer interactions (calls, chats, emails) against quality standards and KPIs.
• Provide constructive feedback and recommendations to agents and team leads for performance improvement.
• Identify trends, areas of improvement, and training needs based on audit findings.
• Collaborate with Training, Operations, and other departments to support quality initiatives.
• Prepare and maintain audit reports, scorecards, and dashboards.
• Conduct regular calibration sessions to ensure scoring consistency across QA teams.
• Assist in updating and refining QA forms, processes, and SOPs.
• Ensure compliance with internal policies, client requirements, and data protection standards.
• Support new process migrations or launches with QA inputs and testing.

Skills & Qualifications:

• Bachelor’s degree in any discipline (preferred).
• 1–3 years of experience as a Quality Analyst or Auditor in a call center/BPO/customer support environment.
• Strong communication skills (verbal and written).
• Excellent attention to detail, analytical thinking, and listening skills.
• Proficient in MS Office (Excel, Word, PowerPoint).
• Familiarity with CRM systems, QA monitoring tools.
• Ability to work independently and collaboratively in a fast-paced environment.

ritika.mahawer@indialends.com

(Subject line - Resume || IndiaLends)

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Be part of our rapidly growing fintech team and drive real impact.