Quality Analyst - Customer Support Team

Job Title: Quality Analyst Customer Support

Department:

Role Overview:

The Quality Analyst will be responsible for monitoring and evaluating customer interactions to ensure service quality, process compliance, and a positive customer experience. The role focuses on identifying gaps, conducting root cause analysis, and supporting continuous improvement in customer support operations.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, emails, chats, and tickets) as per defined quality standards and SOPs.
• Conduct regular audits of agent performance and document findings accurately.
• Perform Root Cause Analysis (RCA) on quality issues, repeat errors, and customer escalations.
• Identify trends, recurring issues, and process gaps affecting customer experience and agent performance.
• Share timely, clear, and constructive feedback with agents and team leads.
• Prepare and share quality reports, scorecards, RCA insights, and improvement recommendations with stakeholders.
• Participate in calibration sessions to ensure alignment on quality scoring.
• Support agent coaching, refresher training, and corrective actions based on RCA outcomes.
• Ensure adherence to regulatory guidelines, internal processes, and data privacy standards.
• Contribute to quality framework improvements and continuous process improvement initiatives.

Key Skills & Competencies:

• Strong understanding of customer support processes and quality frameworks.
• Good knowledge of Root Cause Analysis (RCA) methodologies.
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to provide constructive feedback.
• High attention to detail and accuracy in documentation.
• Ability to work with cross-functional teams and meet deadlines.
• Proficiency in MS Excel / Google Sheets and reporting tools.

Preferred Qualifications:

• Prior experience in BFSI, FinTech, Banking, or NBFC customer support in quality
• 12th or undergraduate, Graduate.
• With at least 2 years as Quality Analyst in Customer Support Team for mentioned domain.

What We Offer:

• A collaborative, customer-centric work culture.
• Opportunities to learn, grow, and take ownership of impactful projects.
• Competitive compensation and benefits package.
• Website : www.moneyview.in