Quality Analyst
1 day ago
Job Title: Quality Analyst – Team Lead
Company: Equitas Small Finance Bank
Location: Chennai
Employment Type: Full-time | Work from Office
Job Description:
We are hiring a Quality Analyst – Team Lead to monitor, evaluate, and enhance customer interaction quality across processes. The role involves leading a QA team, identifying improvement areas, ensuring compliance with bank standards, and driving performance excellence.
Key Responsibilities:
- Monitor & evaluate agent's performance in line with defined metrics.
- Provide coaching & skill development plan for agents.
- Enhance customer experience by providing actionable insights.
- Create operational efficiencies and drive revenue growth.
- Ensure timely and accurate reporting of MIS as sought from time to time.
- Conduct routine calibration sessions.
- Effective utilisation of reports to plan and implement activities to meet business requirements.
- Utilise MIS to track performance and effect course correction.
Requirements:
*Mandatory languages : Hindi , English & Tamil*
- Graduate with years of experience
- Strong analytical, communication, and leadership skills.
- Proficiency in MS Excel and reporting tools.
Job Types: Full-time, Permanent
Pay: Up to ₹50,000.00 per month
Benefits:
- Health insurance
- Paid sick time
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