Quality Analyst - Banking Process

Role Overview

We are looking for an experienced Quality Analyst with strong exposure to banking customer support processes (voice + non-voice). The role involves monitoring interactions, identifying gaps, driving process excellence, and ensuring compliance with bank policies, service standards, and regulatory guidelines.

Key Responsibilities

• Conduct call audits, email / chat evaluations, and case reviews for the blended customer support team.
• Ensure adherence to quality parameters, compliance guidelines, and standard operating procedures.
• Identify error trends, process gaps, and training needs through data-driven insights.
• Provide timely feedback, coaching, and performance improvement guidance to support agents.
• Develop quality scorecards, checklists, and audit frameworks for the banking process.
• Work closely with Team Leaders, Trainers, and Operations to improve accuracy, customer experience, and turnaround time.
• Monitor regulatory compliance (KYC norms, data privacy, security protocols, and customer communication standards).
• Prepare daily / weekly / monthly quality reports and dashboards.
• Support RCA (Root Cause Analysis) and corrective action implementation.
• Participate in calibration sessions with clients and internal teams to maintain scoring consistency.

Required Skills & Experience

Education