Quality Analyst

6 hours ago

Pune Maharashtra India, Maharashtra Selections HR Services Private Limited Full time

Role Overview

We are looking for an experienced Quality Analyst with strong exposure to banking customer support processes (voice + non-voice). The role involves monitoring interactions, identifying gaps, driving process excellence, and ensuring compliance with bank policies, service standards, and regulatory guidelines.


Key Responsibilities

  • Conduct call audits, email/chat evaluations, and case reviews for the blended customer support team.
  • Ensure adherence to quality parameters, compliance guidelines, and standard operating procedures.
  • Identify error trends, process gaps, and training needs through data-driven insights.
  • Provide timely feedback, coaching, and performance improvement guidance to support agents.
  • Develop quality scorecards, checklists, and audit frameworks for the banking process.
  • Work closely with Team Leaders, Trainers, and Operations to improve accuracy, customer experience, and turnaround time.
  • Monitor regulatory compliance (KYC norms, data privacy, security protocols, and customer communication standards).
  • Prepare daily/weekly/monthly quality reports and dashboards.
  • Support RCA (Root Cause Analysis) and corrective action implementation.
  • Participate in calibration sessions with clients and internal teams to maintain scoring consistency.


Required Skills & Experience

  • 2+ years of experience as a Quality Analyst in banking, BFSI, or financial customer support process.
  • Strong auditing experience across calls, chats, and emails.
  • Solid understanding of banking customer service workflows, KYC norms, compliance guidelines, and escalation handling.
  • Proficient in quality tools: RCA, Pareto Analysis, 7 QC tools, control checklists, etc.
  • Excellent communication skills with the ability to give structured feedback.
  • Strong analytical and documentation skills.
  • Experience in blended processes (voice + non-voice) is mandatory.


Education

  • Graduate in any stream (Commerce/Finance preferred).

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India Zaptech Pvt Ltd Full time ₹ 2,16,000 - ₹ 2,52,000 per year

    Quality AnalystAbout UsZapTech Pvt. Ltd. is an ISO-certified BPO & KPO service provider delivering high-quality solutions to the U.S. Accounts Receivable Management (ARM) industry. We are expanding our team and looking for ambitious MBA graduates with strong business acumen to join us as Quality Analysts.This role is an excellent opportunity to begin your...

  • Quality Analyst

    3 days ago

    Pune, Maharashtra, India 157 Industries Full time ₹ 2,00,000 - ₹ 4,00,000 per year

    Role: QALocation: PuneEducation: Bachelor's degree in Mechanical Engineering or a related field, or equivalent experienceExperience: 0-1 yrRequired Skills Proficiency in Selenium WebDriver. Mechanical Engineering background. Female candidates preferred. Knowledge of CAD software is a plus. Strong communication skills.A quality analyst, also...

  • Quality Analyst

    6 hours ago

    Pune, Maharashtra, India, Maharashtra Selections HR Services Private Limited Full time

    Job Title: Quality Analyst – UK Mortgage Underwriting ProcessLocation: Pune, HinjewadiExperience: 4 to 8 Years (Minimum 2 years as a QA in US/UK Mortgage domain)Industry: BPO / Financial ServicesProcess: UK Mortgage UnderwritingRole Overview:We are seeking a detail-oriented and experienced Quality Analyst to oversee and enhance quality in the UK mortgage...

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India Growinity solutions Full time ₹ 3,60,000 - ₹ 5,40,000 per year

    About the Role:We are looking for a Data Quality Analyst to ensure the accuracy, completeness, and consistency of data used for B2B lead generation campaigns. The ideal candidate will have a strong eye for detail, analytical skills, and experience with CRM or lead databases.Key Responsibilities:Validate, clean, and enrich B2B lead data from multiple...

  • Quality Analyst

    5 days ago

    Pune, Maharashtra, India Selections HR Services Private Limited Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Title:Quality Analyst – UK Mortgage Underwriting ProcessLocation:Pune, HinjewadiExperience:4 to 8 Years (Minimum 2 years as a QA in US/UK Mortgage domain)Industry:BPO / Financial ServicesProcess:UK Mortgage UnderwritingRole Overview:We are seeking a detail-oriented and experiencedQuality Analystto oversee and enhance quality in theUK mortgage...

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India Growinity Solutions LLP Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    About the Role:We are looking for aData Quality Analystto ensure the accuracy, completeness, and consistency of data used forB2B lead generation campaigns. The ideal candidate will have a strong eye for detail, analytical skills, and experience with CRM or lead databases.Key Responsibilities:Validate, clean, and enrich B2B lead data from multiple...

  • Quality Analyst

    3 days ago

    Pune, Maharashtra, India SiteMinder Full time ₹ 60,000 - ₹ 1,20,000 per year

    At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of...

  • Data Quality Analyst

    5 days ago

    Pune, Maharashtra, India Equifax Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Data Quality Analyst - ConsumerThe Chief Data Office is a fast growing team critical to the Bureau's objectives of transforming into a Data and Analytics organization. It plays a critical function in building and supporting best-in-class data assets. Data is our second most important asset after our people. As such, Data Quality is a key component of our...

  • Audio Quality Analyst

    3 days ago

    Pune, Maharashtra, India Rian Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Designation: Quality Analyst Editor (QA Editor)Position: 1Job Description: We are looking for a detail-oriented and quality-driven Quality Analystto ensure the accuracy and excellence of our localized video content.The ideal candidate will possess strong linguistic skills in Hindi,Marathi, and English, with a sharp eye for quality control across...

  • Portfolio Quality Analyst

    5 days ago

    Pune, Maharashtra, India AllianceBernstein Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionAs a leading global investment management firm, AB fosters diverse perspectives and embraces innovation to help our clients navigate the uncertainty of capital markets. Through high-quality research and diversified investment services, we serve institutions, individuals, and private wealth clients in major markets worldwide. Our ambition...