Quality Analyst

Job Title: Quality Analyst – Payment Bank

Location: Gurugram

Experience Required: Minimum 1 Year

Salary: ₹25,000 – ₹30,000 per month

Job Summary

We are looking for a Quality Analyst for our Payment Bank operations to monitor, evaluate, and improve the quality of customer interactions and transaction processes. The role ensures compliance with RBI guidelines, internal policies, and service quality standards to enhance customer satisfaction and operational accuracy.

Key Responsibilities

Monitor and audit customer interactions (calls, emails, chats, and operational cases).

Perform quality checks on Payment Bank services such as account opening, KYC verification, AEPS, UPI, wallet transactions, and remittances.

Ensure adherence to RBI regulations, KYC/AML norms, and internal SOPs.

Identify quality gaps, process deviations, and risk areas and share insights with stakeholders.

Prepare daily, weekly, and monthly quality MIS reports and scorecards.

Provide constructive feedback and coaching to customer support and operations teams.

Track customer complaints and support corrective and preventive actions (CAPA).

Assist internal audits and compliance reviews when required.

Work closely with training and operations teams to improve overall service quality.

Skills & Requirements

Minimum 1 year of experience as a Quality Analyst in Payment Bank / Banking / BFSI / Fintech.

Good understanding of Payment Bank products and digital banking processes.

Knowledge of RBI guidelines, KYC, AML, and fraud control.

Strong analytical skills with attention to detail.

Proficiency in MS Excel and MIS reporting.

Good communication and feedback skills.

Education

Graduate in any discipline

• It is a Full Time Manufacturing job for candidates with 6 months - 1 years of experience.