Quality Analyst
Gratitude IncQuality Analyst
Job Description
Key Skills
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JOB DESCRIPTION
Key Responsibilities:
• Audit calls/cases as mandated by the client and track performance metrics
• Review cases for adherence to internal and regulatory guidelines
• Provide structured feedback and identify areas for improvement
• Create and maintain quality scorecards and reports
• Conduct and participate in internal and client calibration sessions
• Identify root causes of quality gaps and recommend process improvements
• Support supervisors with performance trends and reporting
• Document quality issues and improvement initiatives for management review
• Develop quality documentation and training support materials
• Drive continuous improvement across the team.
Qualifications:
• Bachelor's Degree
• Minimum of 2 years' work experience in US/UK banking operations and quality assurance in a call center or shared services environment
• 2-4 Years of contact center experience in the banking industry• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc.
• Excellent communication & feedback/coaching Skills
• Good to have: Exposure to US or UK banking industry
• Not a job hopper
Pre-screening Notes:
• How many years of relevant experience you have with US/UK banking operations and training in a call center or shared services environment?
• How many years of experience you have with contact center experience in the banking industry?
• Do you have basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc?
•. Rate your Communication Skills and feedback/coaching skills, from 1-10, 10 is the highest.
• Do you have exposure to US or UK banking Industry?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in QC with a Shifting schedules?
• When are you available to start once hired?
Role
QA Analyst
Timings
UK Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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