The Quality Analyst is responsible for independent, evidence-based evaluation of customer interactions across the digital lending lifecycle. The role safeguards communication quality, regulatory and process compliance, fair customer treatment, and accuracy of commitments made to customers, while providing actionable insights to improve frontline performance.
The incumbent will audit voice and written interactions, identify operational or conduct risks, collaborate with Team Leaders on corrective actions, support calibrations and training needs, and maintain reliable management information. Audit productivity must be achieved without compromising assessment integrity or customer protection.