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
• Attention to detail and a proactive attitude toward problem-solving.
• Familiarity with QA tools and CRM systems and prepping the dashboards
• knowledge of Excel is must
• Its 7 days working shift with one rotational week off