Quality Analyst-Customer experience

Who we are :

Money. A subject that's always on our mind. We go through a rollercoaster of emotions when it comes to money. That's why at Jupiter, our mission is to enable people to improve their relationship with money.

We are a financial services platform that leverages technology to offer our customers seamless and user-friendly products related to banking, loans, and investments. So whether it's a savings account, credit cards, investment and payments, it's all on Jupiter. We also help users cut through the banking jargons, offer smart insights based on spending and provide users with a range of new age features to enable and make sense of their finances.

Our journey so far:

Jupiter was founded in 2019 by Jitendra Gupta. Best known as Citrus Pay's founder, Jiten found himself wondering why personal finance experiences were not customer-centric when everything else like food ordering and entertainment were. That's how our journey began in 2019, with a simple, powerful idea : to create a modern, customer-centric experience that empowers individuals when it comes to their money.

From our humble beginnings, we've strived relentlessly to make managing money easier. In 2021 when we launched we had a waitlist with over 100,000 people eager to experience the world of Jupiter - and within 10 months we crossed 1 million users. Today, we have 2.7 million + happy users on Jupiter.

Our Insights feature today tells how much and where you've been spending automatically, even on your other savings accounts Our Edge CSB Bank RuPay credit card is getting a lot of love for it's head-turning transparent design, not to mention it being a rewarding experience. Our No-Penalty SIP and Daily SIP at Rs 10/- has helped scale our investments business and we have over 100,000 users investing on our platform to fulfill their money aspirations.

We've embraced cutting-edge technology, harnessed the power of data analytics, and assembled a diverse team of creative thinkers and industry experts who share our vision for a more accessible, transparent, and inclusive financial ecosystem. We're now looking for like-minded folks to join the crew.

Who we're looking for:

This role is pivotal in identifying performance gaps, enhancing team capabilities, and building a robust quality governance model.

Roles and Responsibilities:

• Audit customer interactions (calls, chats, emails) using defined quality scorecards and frameworks.
• Analyze audit findings to detect performance trends, process gaps, and recurring customer issues.
• Apply Six Sigma tools (e.g., RCA, Fishbone, Pareto, Control Charts) to identify root causes of quality defects and recommend corrective actions.
• Collaborate with Ops and Training and PE teams to ensure feedback translates into measurable improvements.
• Develop and maintain QA dashboards, trackers, and reports for internal governance and stakeholder visibility.
• Lead and participate in calibration sessions with Ops/Training/Leadership to align quality expectations.
• Identify opportunities to reduce variation, improve agent consistency, and enhance customer outcomes (CSAT, FCR, DSAT).
• Assist in the development and refinement of SOPs, audit guidelines, and knowledge bases.
• Contribute to or lead process improvement projects using Lean Six Sigma methodology.
• Build and maintain a repository of audit insights, agent error patterns, and best practices.

What is needed for this role:

• Bachelor's degree in any discipline; background in Business, Commerce, or Process Excellence preferred.
• 1–3 years of experience in a QA or CX-focused role, preferably in BPO, SaaS, fintech, or e-commerce sectors.
• Six Sigma certification (Green Belt or higher) is highly desirable.
• Strong understanding of QA and CX metrics (CSAT, DSAT, AHT, FCR, Escalations).
• Proficiency in QA tools/platforms (e.g., MaestroQA, Observe.AI, Scorebuddy) and CRMs (e.g., Zendesk, Freshdesk, Salesforce).
• Excellent communication, feedback writing, and stakeholder management skills.
• Highly analytical mindset with the ability to work independently on root cause identification and solution design.

Brownie Points for:

• Experience mentoring juniors or managing agency/vendor partners.
• Exposure to credit or payment products and their risk/compliance nuances.
• Familiarity with predictive models (churn or upsell propensity) and large-scale marketing automation.

Want to know more about us? Hop onto the links below:

• About us
• Our values
• Our Journey