Quality Analyst

Job Description Quality (QA) - Sr. Executive / Assistant Manager

Location: Pune

About the Role

We are looking for an experienced Quality professional to lead quality assurance initiatives for our contact center operations. The role involves driving quality excellence through audits, compliance monitoring, coaching, reporting, stakeholder management, and continuous process improvement.

Key Responsibilities

1. Quality Audits

• Conduct regular quality audits and provide Business Quality (BQ) feedback.
• Identify and report Fatal and Need Attention observations.
• Perform compliance audits to ensure adherence to internal policies and regulatory guidelines.
• Track audit findings and ensure timely closure of action items.

2. Quality Management

• Conduct refresher training sessions for agents.
• Lead and participate in calibration sessions.
• Perform dip checks to monitor ongoing performance.
• Conduct pre-shift huddles to reinforce quality expectations.
• Facilitate Team Leader and Quality alignment sessions.

3. New Hire Training (NHT)

• Conduct quality sessions during New Hire Training.
• Support On-the-Job Training (OJT).
• Deliver Process Knowledge Training (PKT) to new employees.

4. Process Improvement & Projects

• Analyze customer interactions using Speech Analytics platforms.
• Identify trends and recommend quality improvement initiatives.
• Drive process improvements based on audit findings and customer insights.
• Support automation and quality enhancement projects.

5. Reporting & Stakeholder Management

• Prepare and publish:

• Agent Quality Reports

• Weekly Quality Reports

• Weekly Compliance Reports

• Share actionable insights with Operations, Training, Compliance, and Business teams.

• Monitor action plans and ensure closure of quality gaps.

• Present quality updates and performance metrics to leadership.

Required Skills & Qualifications

• 48 years of experience in Quality Assurance within BPO, Banking, NBFC, FinTech, or Customer Service operations.
• Strong knowledge of quality monitoring, call auditing, and compliance.
• Experience conducting calibration sessions, coaching, and refresher training.
• Excellent analytical and reporting skills with advanced Excel knowledge.
• Strong stakeholder management and communication skills.

Preferred Skills

• Lean Six Sigma Green Belt certification preferred.
• Hands-on experience with Six Sigma methodologies (DMAIC, RCA, Fishbone Analysis).
• Experience with Speech Analytics/QA tools (Greylabs or similar platforms).
• Knowledge of RBI/NBFC compliance and regulatory requirements.
• Experience in dashboard creation, trend analysis, and process automation initiatives.

Education

• Bachelor's degree in any discipline (Master's degree is an added advantage).

Preferred Industry

• Banking
• NBFC
• FinTech
• BPO / Contact Center
• Financial Services