Quality Analyst

About Bigul

At Bigul, we are working passionately to create an ecosystem for smart investors and traders to envisage, build and execute their Mantra. Bigul, an innovative FinTech platform, originates from Bonanza Portfolio Limited, one of India's most significant and long-standing brokerage houses. Bigul has fundamentally transformed the public perception of stock market brokerage, instilling trust where scepticism once prevailed. The strength of Bigul lies in its team - a synergistic blend of seasoned financial experts and dynamic technologists. Bigul stands as a testament to the fusion of technology, financial expertise and customer relationships nurtured by Bonanza. We are defined by our principles.

Job Purpose:

To monitor, evaluate, and improve the quality of calls made by the telecalling team engaged in client acquisition, lead conversion, and customer support for stock market services. The role ensures adherence to communication standards, compliance guidelines, and sales process integrity to enhance customer satisfaction and business performance.

Key Responsibilities:

• Monitor inbound and outbound calls of telecallers to evaluate call quality, compliance, and sales effectiveness.
• Ensure telecallers follow company communication scripts, SEBI/Exchange guidelines, and data privacy standards.
• Identify areas of improvement in communication, product knowledge, and sales approach.
• Provide feedback and coaching sessions to telecallers to improve performance and conversion quality.
• Prepare daily, weekly, and monthly quality reports, highlighting key trends and recurring issues.
• Conduct regular calibration sessions with team leaders and managers to align evaluation criteria.
• Evaluate adherence to regulatory and internal compliance standards, including call disclosures and customer data handling.
• Support the training team by sharing insights on skill gaps and improvement areas.
• Suggest process or script improvements to enhance conversion rates and customer experience.
• Maintain proper documentation of call audits, evaluation forms, and performance summaries.

Key Skills and Competencies:

• Strong understanding of

  stock broking, demat, and trading account processes.

• Knowledge of

  SEBI / NSE / BSE compliance requirements

  for telecalling and client acquisition.
• Excellent

  listening, analytical, and communication

  skills.
• Attention to detail with the ability to identify behavioral and technical call quality gaps.
• Strong proficiency in

  MS Excel, CRM tools, and call monitoring systems.

• Ability to give constructive feedback and manage multiple evaluations.

Qualifications and Experience:

• Graduate in

  Commerce / Finance / Business Administration

  or related field.

• 25

• years

  of experience in a Quality Analyst or Call Monitoring role, preferably in the

  stock broking / financial services

  industry.

• NISM certification

  (Equity or Derivatives) preferred.
• Prior experience monitoring

  sales or telecalling teams

  is an advantage.

Performance Metrics:

• Call quality score improvement
• Compliance adherence rate
• Conversion quality (lead-to-account ratio)
• Reduction in repeat rrors or complaints
• Effectiveness of feedback implementation