Quality Analyst (QA)

Job id - 1121284

Skills
Quality Analyst

Job Description


Position: Quality Analyst (QA)
Location: Gurgaon
CTC: Up to ₹6 LPA
Industry: NBFC / Financial Services / Collections
Department: Training & Quality
Employment Type: Full-Time
Reporting To: Training Manager / Sr. Training Manager

Job Summary

We are looking for a detail-oriented Quality Analyst (QA) to monitor and improve the quality of customer interactions, operational processes, and compliance standards. The role involves conducting quality audits, identifying process gaps, providing feedback to operations teams, and ensuring adherence to company policies and regulatory guidelines. The ideal candidate should have experience in NBFC, Banking, Financial Services, Collections, or Contact Center Quality.

Key Responsibilities

  • Monitor and evaluate customer calls, emails, chats, and operational interactions using defined QA scorecards.
  • Conduct quality audits to ensure process adherence, compliance, and customer service excellence.
  • Identify quality gaps, compliance deviations, and process violations, and recommend corrective actions.
  • Provide structured feedback and coaching inputs to improve agent performance.
  • Participate in calibration sessions with Operations, Training, and Quality teams.
  • Prepare daily, weekly, and monthly quality reports, dashboards, and MIS.
  • Analyse audit data to identify trends, root causes, and training requirements.
  • Support Training Need Identification (TNI) based on audit findings.
  • Ensure compliance with company policies, RBI guidelines, and Fair Practices Code.
  • Work closely with Operations and Training teams to drive continuous quality improvement initiatives.

Eligibility

Education
  • Graduate in any discipline.
  • MBA/PGDM is preferred but not mandatory.
  • Certifications in Six Sigma, Lean, COPC, or Quality Management will be an added advantage.
Experience
  • 2–8 years of experience in Quality Assurance, Contact Center Quality, Collections Quality, Customer Operations, or BPO Quality.
  • Experience in NBFC, Banking, Financial Services, FinTech, or Collections is preferred.
  • Good understanding of call auditing, QA scorecards, compliance monitoring, and customer interaction evaluation.
  • Knowledge of RBI guidelines and Fair Practices Code will be an added advantage.

Required Skills

  • Call Quality Auditing
  • QA Scorecard Evaluation
  • Process & Compliance Monitoring
  • Collections & Customer Operations Quality
  • Feedback & Coaching
  • Root Cause Analysis (RCA)
  • MIS & Reporting
  • Dashboard Preparation
  • Training Need Identification (TNI)
  • Calibration Management
  • Analytical & Problem-Solving Skills
  • Excellent Communication Skills
  • Attention to Detail
  • Stakeholder Management
  • Team Collaboration

Key Performance Indicators (KPIs)

  • Audit Productivity
  • Audit Accuracy
  • Quality Score Achievement
  • Compliance Adherence
  • Reduction in Fatal Errors
  • Timely MIS & Reporting
  • Calibration Alignment
  • Customer Complaint Reduction
  • Training Effectiveness
  • Improvement in Repeat Error Trends

Preferred Candidate Profile

  • Experience in NBFC, Banking, Financial Services, FinTech, Collections, or Contact Center Quality.
  • Strong analytical mindset with excellent attention to detail.
  • Ability to identify quality gaps and drive continuous process improvements.
  • Comfortable working with audit data, quality scorecards, compliance requirements, and business stakeholders.
  • Good communication and coaching skills with a customer-centric approach.