Job Summary
We are looking for a Quality Analyst for a banking process who is proficient in Telugu and English. The candidate will be responsible for monitoring customer interactions, conducting quality audits, ensuring process compliance, and providing feedback to improve service quality.
Key Responsibilities
- Monitor and evaluate customer calls and interactions as per defined quality parameters.
- Conduct regular quality audits and identify process deviations.
- Ensure adherence to banking policies, SOPs, compliance requirements, and quality standards.
- Provide constructive feedback and coaching to customer service executives.
- Identify recurring errors and conduct root-cause analysis.
- Prepare daily, weekly, and monthly quality reports.
- Conduct calibration sessions with the Operations and Training teams.
- Maintain quality scores, audit records, and MIS reports.
- Support process improvement initiatives.
- Ensure customer information and banking data are handled confidentially.
Required Skills
- Fluent in Telugu and English – both written and verbal.
- Good knowledge of banking/BFSI processes.
- Excellent communication and analytical skills.
- Strong attention to detail.
- Good knowledge of MS Excel and MIS reporting.
- Ability to identify errors and process gaps.
- Good understanding of quality monitoring and audit procedures.
- Strong problem-solving skills.
Location Ghansoli
whatsapp CV on 9545853765 or [email protected]
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Flexible schedule
- Paid time off
- Provident Fund
Work Location: In person
