Quality Analyst

Quality Analyst

Location-Malad ,

Rotation Shift,

BPO-

Please share your resume to the below mail ID and drop a message or call to the mobile number

Mail ID : [HIDDEN TEXT]

Contact # 8050980644

• Audit inbound and outbound interactions handled by Sky RMs within the Banking process.
  
• Evaluate calls, emails, and CRM cases against predefined quality parameters, including:
• Accuracy of banking information and ownership of query
• Communication tone, empathy, and resolution ability
• Collections and negotiation handling specific to banking customers
• System updates and SR closure discipline in line with banking process standards
• Generate structured feedback reports for all RMs and track improvements through regular review cycles.
• Maintain audit samples, call IDs, and case notes in compliance with the Quality Management Framework (QMF) and banking audit standards.

Calibration & Feedback Alignment

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• Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation across the Banking process.
• Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports.
• Identify common banking process gaps and recommend corrective action or refresher training.

Governance, Process, and Compliance

• Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols for banking operations.
• Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM.
• Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact.
• Work with Team Leads and Trainers to close banking process quality gaps within defined SLA timelines.