Customer Support Call Quality Analyst

Call Quality Analyst – Banking Process

Job Summary

We are seeking a detail-oriented and analytical Call Quality Analyst to monitor, evaluate, and improve the quality of customer interactions within our Banking process. The ideal candidate will ensure compliance with banking regulations, enhance customer experience, identify coaching opportunities, and drive continuous process improvements through quality audits and data analysis.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer calls against defined quality standards.

• Conduct quality audits based on established scorecards and compliance guidelines.

• Ensure adherence to banking regulations, internal policies, and customer service standards.

• Identify trends, knowledge gaps, and recurring issues impacting customer experience.

• Provide timely, constructive feedback to Customer Service Representatives and Team Leaders.

• Prepare daily, weekly, and monthly quality reports with actionable insights.

• Participate in calibration sessions to maintain consistency in quality evaluations.

• Support coaching initiatives by identifying performance improvement opportunities.

• Track critical errors, compliance breaches, and customer dissatisfaction trends.

• Collaborate with Operations, Training, and Process Excellence teams to improve service quality.

• Maintain accurate documentation of quality evaluations and audit findings.

• Recommend process improvements to enhance operational efficiency and customer satisfaction.

Required Qualifications

• Bachelor's degree in any discipline.

• 1–3 years of experience as a Quality Analyst in a Banking, Financial Services, or BPO environment.

• Strong understanding of banking products, customer service processes, and regulatory compliance.

• Excellent verbal and written communication skills.

• Strong analytical and reporting skills.

• Proficiency in Microsoft Excel, PowerPoint, and quality management tools.

• Ability to provide objective feedback and conduct effective coaching sessions.

• High attention to detail and problem-solving skills.

Preferred Skills

• Experience with call recording and quality monitoring platforms.

• Knowledge of RBI guidelines, KYC, and banking compliance requirements.

• Familiarity with Root Cause Analysis (RCA) and Continuous Improvement methodologies.

• Ability to interpret performance metrics and quality dashboards.

• Strong stakeholder management and interpersonal skills.

Key Performance Indicators (KPIs)

• Quality audit accuracy

• Customer Satisfaction (CSAT) improvement

• Compliance adherence

• Critical error rate

• Coaching effectiveness

• Process improvement initiatives

• Calibration accuracy

• Timely completion of quality audits

Competencies

• Customer Focus

• Analytical Thinking

• Attention to Detail

• Communication Skills

• Coaching & Feedback

• Integrity & Confidentiality

• Time Management

• Team Collaboration

Working Conditions

• Banking/BPO environment

• Rotational shifts

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6+ years Experience.