We are looking for a detail-oriented Quality Assurance Analyst to monitor and improve our employee performance and case handling across our fintech operations. The ideal candidate is highly proficient in Excel, Power BI, and SQL 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 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 Power BI for visual reporting.
- Use SQL to extract, query, and analyse operational data for quality tracking and trend identification.
- Build and maintain Power BI dashboards to present quality metrics and insights to operations and leadership teams.
- 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.
- Prepare and present periodic quality reports and insights to operations and leadership teams.
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 Power BI for building dashboards, reports, and data visualisations.
- Proficiency in SQL for data extraction, querying databases, and deeper analysis.
- 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.
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: ₹500,000.00 - ₹600,000.00 per year
Work Location: In person
