BigData Quality Analyst | FINJO N1148

About the Role

The Quality Analyst (QA) will be responsible for elevating service standards across Customer Success and Key Account Management (KAM) teams. This role involves conducting detailed audits of calls, emails, and chats to ensure adherence to process, accuracy, and customer experience benchmarks. The QA will also support performance improvement through coaching, training, and actionable insights.

Key Responsibilities

Quality Monitoring & Audits

Conduct daily / weekly audits of customer calls, emails, and chat interactions.

Evaluate communication quality, process compliance, solution accuracy, and CSAT drivers.

Maintain audit records and dashboards with error categorization and performance trends.

Identify root causes of recurring gaps and recommend corrective actions.

Coaching & Training

Conduct regular feedback and coaching sessions for Customer Success and KAM team members.

Assist in creating training content, SOPs, and refresher modules for new and existing employees.

Support onboarding quality training for new hires.

Performance Improvement

Provide quality insights to leadership for process enhancement.

Collaborate with CS & KAM managers to track action plans and ensure improvement.

Monitor adherence to quality standards and assist in building a strong QA framework.

Reporting & Documentation

Prepare weekly / monthly quality reports and present actionable insights.

Maintain accuracy in audit sheets, rubrics, scoring norms, and documentation.

Preferred Candidate Profile

2- 5 years of experience in Quality Analysis in Customer Support / Success (voice + non-voice).

Strong understanding of QA frameworks, audit methodologies, and customer experience metrics.

Excellent communication, analytical, and feedback-giving skills.

Ability to coach, influence, and partner with cross-functional teams.

Proficiency in MS Excel / Google Sheets basic knowledge of CRM tools preferred.