Quality Analyst

13 hours ago


Mumbai, India TP Full time

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 : ramya.ramya1@teleperformancedibs.com 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 - 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.


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