Quality Manager

Role Overview: As a Quality Analyst in the Banking/Fintech Process, your primary responsibility will be to monitor and evaluate customer interactions to ensure compliance with quality standards. You will play a crucial role in implementing and utilizing QC tools to analyze trends, identify gaps, and enhance service quality. Your expertise in CSAT, NPS, PSP, DMAIC, and other quality frameworks will be essential in driving improvements in customer satisfaction and process efficiency. Additionally, providing regular quality feedback, coaching, and training to enhance agent performance, as well as conducting root cause analysis and process audits for continuous improvement, will be part of your key tasks. Key Responsibilities: - Monitor and evaluate customer interactions for compliance with quality standards. - Utilize QC tools to analyze trends, identify gaps, and enhance service quality. - Drive improvements in CSAT and NPS through quality initiatives. - Implement Process Standardization & Performance (PSP) and DMAIC methodologies. - Provide quality feedback, coaching, and training to enhance agent performance. - Conduct root cause analysis and process audits for improvement. - Collaborate with operations and training teams to develop action plans. - Ensure adherence to banking/fintech compliance guidelines and standards. - Prepare quality reports, dashboards, and data analysis for management review. - Stay updated with industry trends for process excellence. Qualification Required: - 5+ years of experience in Quality Analyst role in Banking, Fintech, or Financial Services. - Strong knowledge of QC tools, quality frameworks, and customer experience metrics. - Expertise in CSAT, NPS, PSP, DMAIC, and performance management. - Excellent analytical, problem-solving, and decision-making skills. - Strong communication and interpersonal skills for feedback provision. - Proficiency in quality monitoring tools, CRM software, and reporting dashboards. - Ability to work in a fast-paced environment and drive process improvement. Preferred Qualifications: - Bachelor's degree in Banking, Finance, Business Administration, or related field. - Certification in Six Sigma, Lean, or other Quality Management frameworks. - Prior experience in BPO, Contact Center, or Financial Services company.,