Quality Analyst - Call Audit

Job Title: Quality Analyst – Team Lead
Company: Equitas Small Finance Bank
Location: Chennai
Employment Type: Full-time | Work from Office
*ONLY FEMALE CANDIDATES WITH GOOD HINDI, ENGLISH AND TAMIL COMMUNICATION

Job Description:
We are hiring a Quality Analyst – Team Lead to monitor, evaluate, and enhance customer interaction quality across processes. The role involves leading a QA team, identifying improvement areas, ensuring compliance with bank standards, and driving performance excellence.

Key Responsibilities:

• Monitor & evaluate agent’s performance in line with defined metrics.
• Provide coaching & skill development plan for agents.
• Enhance customer experience by providing actionable insights.
• Create operational efficiencies and drive revenue growth.
• Ensure timely and accurate reporting of MIS as sought from time to time.
• Conduct routine calibration sessions.
• Effective utilisation of reports to plan and implement activities to meet business requirements.
• Utilise MIS to track performance and effect course correction.

Requirements:

*Mandatory languages : Hindi , English & Tamil*
ONLY FEMALE CANDIDATES

• Graduate with 5 - 10 years of experience
• Strong analytical, communication, and leadership skills.
• Proficiency in MS Excel and reporting tools.

Job Types: Full-time, Permanent

Pay: Up to ₹50,000.00 per month

Benefits:

• Health insurance
• Paid sick time