Quality Analyst

2 weeks ago

Pune, Maharashtra, India Gera Developments Full time US$ 90,000 - US$ 1,20,000 per year

Job description:

Role Overview

We are looking for a dedicated Quality Coach to join our Customer Experience team. The ideal candidate will have a sharp eye for detail, a passion for customer service excellence, and a genuine enthusiasm for coaching and developing others. As a Quality Coach, you will review customer interactions, provide actionable feedback to Relationship Managers (RMs), and ensure that every communication reflects our Customer First commitment—delivering care, clarity, and consistency in every interaction.

Key Responsibilities:

  • Evaluate and monitor all customer interactions across multiple communication channels, including calls and emails.

  • Provide honest, empathetic, and motivating feedback to Relationship Managers (RMs), fostering a culture of ownership, curiosity, and continuous growth.

  • Maintain and update quality scorecards, dashboards, and reports to monitor progress, identify trends, and highlight improvements in processes and customer interactions.

  • Champion a culture of accountability, continuous learning, and customer-centricity that reflects our core values.

  • Contribute to shaping and refining quality standards and service guidelines that genuinely represent our brand values and encourage thoughtful innovation.

  • Support ongoing training, refresher programs, and calibration sessions to ensure the team maintains high skill levels and consistently Outdo Every day.

  • Actively participate in team reviews and huddles, sharing insights and ideas that strengthen collaboration and elevate service standards.

  • Conduct deep dives into cases to identify and highlight issues, trends, and opportunities for improvement.

Qualifications:

  • Bachelor's degree or equivalent.

  • Minimum of 2 years of experience in quality assurance, customer experience, coaching, or a related discipline.

  • Strong analytical and listening skills with exceptional attention to detail.

  • Excellent verbal and written communication skills.

  • Ability to provide constructive, empathetic, and motivating feedback.

  • Proficiency in MS Excel and PowerPoint for data analysis, reporting, and presentations.

  • Collaborative mindset with the ability to work effectively across teams.

  • Passion for customer service excellence and continuous improvement.

Why Join Us?

  • Opportunity to impact customer experience and service quality directly.

  • Collaborative and supportive work environment.

  • Ongoing learning and professional development.

  • Be part of a company committed to putting customers first in everything we do.

  • Quality Analyst

    5 days ago

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

    Job DescriptionJob Title: Quality Analyst AML/KYC ProcessLocation: Pune, Hinjewadi (Work from Office)Experience: 4 to 8 Years (Minimum 2 years of documented Quality experience)Industry: BPO / Financial ServicesProcess: Anti-Money Laundering (AML) / Know Your Customer (KYC)Role Overview:We are looking for a meticulous and experienced Quality Analyst to...

  • Quality Analyst

    1 week ago

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

    Job Title: Quality Analyst – AML/KYC Process Location: Pune, Hinjewadi (Work from Office) Experience: 4 to 8 Years (Minimum 2 years of documented Quality experience) Industry: BPO / Financial Services Process: Anti-Money Laundering (AML) / Know Your Customer (KYC) Role Overview: We are looking for a meticulous and experienced ...

  • Quality Analyst

    6 days ago

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

    Job Title: Quality Analyst – AML/KYC Process Location: Pune, Hinjewadi (Work from Office) Experience: 4 to 8 Years (Minimum 2 years of documented Quality experience) Industry: BPO / Financial Services Process: Anti-Money Laundering (AML) / Know Your Customer (KYC) Role Overview: We are looking for a meticulous and experienced Quality Analyst to...

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India Saviant Technology Consulting Software Developme Nt Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Position: Quality AnalystPosition Summary: QA Analyst in Saviant works on the most advanced testing methodologies and standards to develop enterprise applications for different industries. Individuals in this role work on specific projects, with opportunities to switch projects and technologies as they grow and evolve.What we look forStrong analytical and...

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India AM Infoweb Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Roles & Responsibilities:Monitor calls of AR Callers and provide feedback to improve call quality, communication skills, and adherence to processes.Identify training needs and assist in conducting refresher sessions for AR callers.Ensure compliance with quality standards, client guidelines, and HIPAA regulations.Analyze call data and prepare...

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India Deutsche Bank Full time

    Job DescriptionQuality Analyst / Automation Tester, ASPosition OverviewJob Title: Quality Analyst / Automation TesterCorporate Title - AssociateLocation: Pune, IndiaRole Description- The Quality Analyst / Automation Tester will have at least 5-8 years of experience and provides an oversight of quality of Squad deliverables.- The tester will test new features...

  • Quality Analyst Automation

    2 weeks ago

    Pune, Maharashtra, India Vibe It Solutions Full time US$ 60,000 - US$ 1,20,000 per year

    Quality Analyst with 3+ yrs exp at VIBE IT SOLUTIONS. Must be smart, logical, detail-oriented, and ready for challenges. Skilled in manual & automation testing, bug detection, test scripts, collaboration, and delivering high-quality software.

  • Quality Analyst

    6 days ago

    Pune, Maharashtra, India Cotiviti Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Quality executive is responsible to perform activities outlined in the Service Quality Plan and identify agent / program level improvement opportunities. Executive is required to work closely with the production resource to ensure adherence to the client and process specific requirements. Ensure that regular feedback and error sharing sessions are conducted...

  • Lead Quality Assurance Analyst

    2 weeks ago

    Pune, Maharashtra, India beBeeQuality Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Job Title: Lead Quality Assurance AnalystWe are seeking a highly skilled Lead Quality Assurance (QA) Analyst to oversee and guide the testing efforts across various projects, ensuring that all software meets the highest quality standards.This role requires a deep understanding of testing principles, advanced analytical skills, and the ability to design...

  • Quality Analyst

    2 weeks ago

    Pune, Maharashtra, India Wipro Full time ₹ 8,00,000 - ₹ 10,00,000 per year

    Title: Quality Analyst - L1 Requisition ID: 67948 City: Pune Country/Region: IN Do 1. Conduct process quality audits as per planConduct various process audits as per guidelines and SPO's defined in QMS Prepare findings from the report and share it with the account/ project leadership on daily/ weekly/ monthly, as required Conduct weekly...