Quality Analyst

Role: Quality Analyst – V-KYC (Customer Delight Team)

Responsibilities:

• Monitor and evaluate 100+ V-KYC calls per day to ensure quality standards and compliance are met.
• Identify improvement areas and provide clear, actionable feedback to agents.
• Prepare and share weekly and monthly quality reports.
• Collaborate with Training & Operations teams to implement process improvements.
• Conduct calibration sessions, quality sessions, dip checks, TNI, BQM, CSAT & DSAT analysis to ensure consistency.
• Assist in updating quality guidelines, SOPs, and audit forms based on business requirements.
• Prepare and maintain dashboards, perform data analysis, and review performance metrics regularly.

Skills & Requirements:

• 1–3 years of experience in a QA role, preferably in Fintech or Banking.
• Strong communication and analytical skills;
• fluency in Hindi and English is mandatory.
• Graduation in any stream.
• Strong attention to detail and a proactive problem-solving mindset.
• Familiarity with QA tools, CRM platforms, and dashboard creation.
• Advanced Excel skills required.
• 7-day working environment with one rotational week off.

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance

Application Question(s):

• Are you from Financial Background?
• What is your current/last CTC?

Experience:

• Quality Analyst: 1 year (Required)

Work Location: In person