Senior Quality Analyst - Non IT BFSI

The QA will be responsible for assessing the quality of Wealth Management & Investment Services associates of the inhouse Team who deal with the existing and potential customers. This QA will monitor the sample transactions completed by the operations team by leveraging the client Wealth Platform and the Private Trust Company (this team is involved in setup, pricing, and ongoing maintenance of various asset types used in multiple accounting systems). This individual will assist in developing, creating, and implementing quality processes and procedures as well as making recommendations for enhancements to training materials as needed to enhance the overall Customers experience. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Compile and analyze statistical data. Ensure that user expectations are met during the testing process. Working in partnership with the operations leadership and evaluation forms should inevitably put the campaign on course for success.

A. Experience and Skill :

Education: Under Graduated Degree and/or Graduate with equivalent experience in Finance/Accountancy/Economics/Statistics.

Should have 2 Years of experience in the BFS Domain Preferably Investment or Wealth & Asset Management activities Asset set up, pricing, and ongoing maintenance of various asset types used in multiple accounting systems etc. as a QA role.

Strong analytical skills and attention to detail.

Excellent communication and interpersonal skills.

Proficient in call monitoring software, MS Excel, PowerPoint, and reporting tools like Power BI

Ability to provide constructive feedback and coaching.

Familiarity with US Wealth Management regulations, and compliance requirements

Certification in Capital Markets / Investment Banking / Asset & Wealth Management would be an advantage.

B. Key Responsibilities :

Evaluation: Monitor and evaluate to provide observations around trends to leadership team. Monitoring back-office transactions, email responses etc., to assess team members performance, ensuring compliance with regulatory requirements, and client expectations.

Feedback & Coaching: Provide timely, constructive, and actionable feedback to the team and supervisors to help improve. Also, to coach agents on Quality Procedures and Policies. (Conducting group huddles for Update Dissemination and One to One coaching and feedback session)

Reporting: Prepare and maintain accurate quality reports, dashboards, and presentations highlighting key quality metrics such as call quality scores, trends, root cause analysis, and improvement opportunities.

Quality Standards Compliance: Ensure adherence to BPO and client-specific quality standards, including the development of evaluation forms, checklists, and scorecards aligned with industry standards such as COPC or Six Sigma methodologies. Preparing and maintaining the Quality SOPs/ QAD as in when required

Continuous Improvement: Collaborate with the Quality and Operations teams to identify gaps, suggest improvements, and implement quality assurance best practices that improve customer satisfaction and reduce escalations.

Training Support: Assist in the development of training programs by providing insights based on quality evaluations, ensuring agents are continuously developing the necessary skills for superior customer service.

Root Cause Analysis: Conduct root cause analysis of quality issues and recommend corrective actions to address performance gaps and operational inefficiencies. Review and identify common problem areas that require focus, ensuring effective RCA and CAPA to improve Accuracy scores

Knowledge Management: Ensure that agents are aware of and updated with changes in policies, procedures, and banking products by participating in knowledge dissemination activities and calibration sessions.

C. Preferred Certifications:

COPC or Six Sigma (preferred but not mandatory).

D. Work Environment:

Ability to work in night shifts to align with the extended US banking hours.

Comfortable working in a dynamic, high-pressure environment with a focus on customer excellence. This job description aligns the Quality Evaluator role with the specific needs of a US banking process while focusing on quality assurance and continuous improvement to enhance customer experience.