Quality Analyst

Location-Malad ,

Rotation Shift,

BPO-

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Audit inbound and outbound interactions handled by Sky RMs within the Banking process .
Evaluate calls, emails, and CRM cases against predefined quality parameters, including:
Accuracy of banking information and ownership of query
Communication tone, empathy, and resolution ability
Collections and negotiation handling specific to banking customers
System updates and SR closure discipline in line with banking process standards
Generate structured feedback reports for all RMs and track improvements through regular review cycles.
Maintain audit samples, call IDs, and case notes in compliance with the Quality Management Framework (QMF) and banking audit standards.

Calibration & Feedback Alignment

Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation across the Banking process .
Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports.
Identify common banking process gaps and recommend corrective action or refresher training.

Governance, Process, and Compliance

Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols for banking operations.
Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM.
Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact.
Work with Team Leads and Trainers to close banking process quality gaps within defined SLA timelines.

Quality Analyst