About the Role
Job description
Job Responsibilities:
• Monitor and evaluate chats, and emails 100+ in a day to ensure quality
standards are met.
• Identify areas of improvement and provide actionable feedback to agents.
• Prepare and share weekly/monthly quality reports
• Collaborate with training and operations teams to implement process
improvements.
• Conduct calibration sessions, quality session, Dip check, TNI, BQM, CSAT &
DSAT Analysis to ensure consistency in evaluations.
• Assist in updating quality guidelines and audit forms based on business needs.
Skills & Requirements:
• 1–3 years of experience in a QA role, preferably in a fintech, banking
environment.
• Strong analytical and communication skills, Fluent in Hindi and English is must
• Candidates must graduate with any Stream
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