Quality Analyst

2 weeks ago

Turbhe Mumbai Maharashtra, India Conneqt Business Solutions Full time ₹ 4,50,000 - ₹ 4,80,000 per year

Quality Analyst

Graduate Mandate

Skills: - Minimum 2+ years of Quality Analyst experience at Banking or BFSI contact centre.

  • Strong ability to analyse data and evaluate performance against quality standards.

  • Keen attention to detail to accurately assess compliance and quality in customer interactions.

  • Effective verbal and written communication skills for providing feedback and preparing reports.

  • Ability to identify issues and propose actionable solutions to improve service quality.

  • Familiarity with banking products, services, and compliance regulations.

  • Skilled in using quality monitoring tools, CRM systems, and data analysis software.

Job Role:

  • Review and evaluate recorded calls, emails, and chat interactions to assess adherence to quality standards and compliance with banking regulations.

  • Use quality metrics to evaluate agent performance, including accuracy, clarity, and customer service effectiveness.

  • Ensure that customer interactions comply with industry regulations, internal policies, and legal requirements.

  • Verify that interactions follow established protocols, including proper use of banking terminology and procedures.

  • Provide constructive feedback to customer service representatives based on evaluation results.

  • Work with team leaders and trainers to develop training materials and workshops to address identified areas for improvement.

  • Analyse quality metrics and performance data to identify trends, issues, and areas for improvement.

  • Prepare detailed reports on quality assurance findings, performance trends, and compliance issues for management review.

  • Review and suggest improvements to existing processes and procedures based on quality assessment results.

  • Identify and promote best practices in customer service and process management to enhance overall performance.

  • Align quality assurance goals with enhancing the customer experience and increasing satisfaction

Job Types: Full-time, Permanent

Pay: ₹450, ₹480,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

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