Experience - 2+ years of experience
Job Summary
We are looking for a detail-oriented Quality Assurance Analyst to monitor and improve the quality of customer interactions and case handling across our fintech operations. This role is focused on ensuring overall customer satisfaction by auditing calls, chats, emails, and case resolutions, identifying process gaps, and driving corrective actions. The ideal candidate is highly proficient in Excel with a strong understanding of financial services processes such as transactions, complaints, disputes, KYC, and refunds.
Key Responsibilities
- Review and audit customer interactions (calls, chats, emails, tickets) across various case types to assess quality, accuracy, and adherence to defined SOPs and compliance guidelines.
- Evaluate case resolutions for correctness, turnaround time (TAT), and customer satisfaction outcomes.
- Maintain and update quality scorecards, audit trackers, and dashboards using Excel (pivot tables, VLOOKUP/XLOOKUP, conditional formatting, macros) and other reporting tools.
- Identify recurring errors, process gaps, or training needs based on audit findings and trend analysis.
- Conduct root cause analysis (RCA) on escalations, complaints, and repeat cases to recommend process improvements.
- Provide structured, constructive feedback and coaching inputs to agents/case handlers in collaboration with team leads.
- Track key quality metrics such as CSAT, NPS, First Contact Resolution (FCR), error rate, and complaint resolution accuracy.
- Prepare and present periodic quality reports and insights to operations and leadership teams.
- Ensure all case reviews align with regulatory and compliance requirements relevant to fintech (KYC/AML, data privacy, RBI/financial guidelines, etc.).
- Calibrate quality standards regularly with team leads/managers to ensure consistent scoring across reviewers.
- Support the creation and refinement of quality checklists, SOPs, and audit parameters as processes evolve.
- Work cross-functionally with Operations, Compliance, and Product teams to flag systemic issues affecting customer experience.
Required Qualifications & Experience
- Bachelor's degree in any discipline (Business, Finance, or related field preferred). Minimum 2 years of experience in Quality Assurance, Customer Experience, or Operations Quality, preferably in fintech, banking, BPO, or financial services.
- Strong proficiency in MS Excel (pivot tables, lookup formulas, dashboards, data analysis) and knowledge of Google Sheets is a plus.
- Hands-on experience with QA/monitoring tools (e.g., MaxBot, Observe.AI, Verint, NICE, Zendesk QA, or similar) and case/ticketing systems.
- Solid understanding of customer service quality metrics (CSAT, NPS, FCR, AHT, error rate).
- Strong analytical skills with the ability to interpret data trends and translate them into actionable insights.
- Excellent written and verbal communication skills for feedback delivery and report writing.
- Working knowledge of fintech processes — payments, transaction disputes, refunds, KYC/onboarding, or loan servicing.
- High attention to detail and ability to work independently with minimal supervision.
- Familiarity with compliance and regulatory requirements applicable to financial.
- Experience with Power BI, Tableau, or similar BI/reporting tools. Knowledge of SQL for deeper data extraction and analysis. Prior experience working directly with compliance or risk teams in a fintech/BFSI setup. Services.
Working Hours and Days
- Full Time: Monday to Saturday (Sat – WFH)
- 10:00 A.M. – 6:30 P.M
Interested Candidate can share their resume on +91 9871414201
Pay: ₹480,000.00 - ₹600,000.00 per year
Benefits:
Work Location: In person
