Job
Description
Role Overview: As a Quality Analyst in the Banking/Fintech Process, you will be responsible for monitoring and evaluating customer interactions to ensure compliance with quality standards. You will work on implementing QC tools, analyzing trends, and driving improvements in CSAT and NPS scores. Your role will involve providing feedback, coaching, and training to enhance agent performance and conducting audits to identify areas for process improvement. Additionally, you will collaborate with cross-functional teams to develop action plans for quality enhancement and ensure adherence to compliance guidelines. Key Responsibilities: - Monitor and evaluate customer interactions to ensure compliance with quality standards. - Implement and utilize QC tools to analyze trends, identify gaps, and improve service quality. - Drive CSAT and NPS improvements through quality initiatives. - Work on Process Standardization & Performance (PSP) and DMAIC methodologies to enhance process efficiency. - Provide regular quality feedback, coaching, and training to improve agent performance. - Conduct root cause analysis (RCA) and process audits to identify areas for improvement. - Collaborate with operations and training teams to develop action plans for quality enhancement. - Ensure adherence to banking/fintech compliance guidelines and regulatory standards. - Prepare and maintain quality reports, dashboards, and data analysis for management review. - Stay updated with industry trends and best practices to enhance customer experience and process excellence. Qualification Required: - 5+ years of experience in a Quality Analyst role within Banking, Fintech, or Financial Services. - Strong knowledge of quality frameworks, QC tools, and customer experience metrics. - Expertise in CSAT, NPS, PSP, DMAIC, and performance management methodologies. - Excellent analytical, problem-solving, and decision-making skills. - Strong communication and interpersonal skills to provide constructive feedback. - Proficiency in quality monitoring tools, CRM software, and reporting dashboards. - Ability to work in a fast-paced environment and drive continuous process improvement. Additional Details: Prior experience in a BPO, Contact Center, or Financial Services company is preferred. Bachelor's degree in Banking, Finance, Business Administration, or a related field is a plus. Certification in Six Sigma, Lean, or other Quality Management frameworks is advantageous. Role Overview: As a Quality Analyst in the Banking/Fintech Process, you will be responsible for monitoring and evaluating customer interactions to ensure compliance with quality standards. You will work on implementing QC tools, analyzing trends, and driving improvements in CSAT and NPS scores. Your role will involve providing feedback, coaching, and training to enhance agent performance and conducting audits to identify areas for process improvement. Additionally, you will collaborate with cross-functional teams to develop action plans for quality enhancement and ensure adherence to compliance guidelines. Key Responsibilities: - Monitor and evaluate customer interactions to ensure compliance with quality standards. - Implement and utilize QC tools to analyze trends, identify gaps, and improve service quality. - Drive CSAT and NPS improvements through quality initiatives. - Work on Process Standardization & Performance (PSP) and DMAIC methodologies to enhance process efficiency. - Provide regular quality feedback, coaching, and training to improve agent performance. - Conduct root cause analysis (RCA) and process audits to identify areas for improvement. - Collaborate with operations and training teams to develop action plans for quality enhancement. - Ensure adherence to banking/fintech compliance guidelines and regulatory standards. - Prepare and maintain quality reports, dashboards, and data analysis for management review. - Stay updated with industry trends and best practices to enhance customer experience and process excellence. Qualification Required: - 5+ years of experience in a Quality Analyst role within Banking, Fintech, or Financial Services. - Strong knowledge of quality frameworks, QC tools, and customer experience metrics. - Expertise in CSAT, NPS, PSP, DMAIC, and performance management methodologies. - Excellent analytical, problem-solving, and decision-making skills. - Strong communication and interpersonal skills to provide constructive feedback. - Proficiency in quality monitoring tools, CRM software, and reporting dashboards. - Ability to work in a fast-paced environment and drive continuous process improvement. Additional Details: Prior experience in a BPO, Contact Center, or Financial Services company is preferred. Bachelor's degree in Banking, Finance, Business Administration, or a related field is a plus. Certification in Six Sigma, Lean, or other Quality Management frameworks is advantageous.
