About the Role
Quality Analyst (Banking, Finance - BPO)
Job Summary : We are looking for a detail-oriented Quality Analyst to support quality monitoring and process improvement initiatives within banking operations. The Quality Analyst will ensure compliance with quality standards, evaluate customer interactions, and provide actionable feedback to improve service performance and customer experience.
Key Responsibilities:
- Monitor and evaluate customer interactions based on quality standards and business guidelines
- Provide coaching and feedback to agents to improve performance and service delivery
- Analyze quality trends and identify performance gaps
- Support process improvement initiatives to enhance service efficiency and customer satisfaction
- Prepare and present quality reports to Operations and Leadership teams
- Participate in calibration sessions to ensure scoring consistency
Assist in developing qualit...
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