Quality Analyst

About The Role

We are hiring a Quality Analyst to drive quality, compliance, and customer experience across our outbound operations. You will work closely with Operations, Training, and Business teams to ensure high-quality customer interactions for a fast-growing Fintech company serving MSMEs across India.

What You’ll Do

• Audit outbound calls and related processes to ensure quality, compliance, and customer experience standards.
• Evaluate calls in Hindi and regional languages and provide actionable feedback to agents.
• Identify training gaps through quality audits and work with Training & Ops teams to address them.
• Handle and analyse customer escalations from a quality and process perspective.
• Ensure agents are updated on product knowledge, scripts, and process changes.
• Prepare and share quality MIS, dashboards, and actionable insights with leadership.
• Drive compliance awareness and proactively flag quality risks and deviations.
• Participate in call calibrations with Operations, Training, and Business teams.
• Support process improvements, pilots, and new product launches from a quality standpoint.
  
  

• 1+ year of experience as a Quality Analyst in an Outbound BPO setup.
• Strong backend/process knowledge in Fintech, Insurance, or EdTech (Fintech preferred).
• Mandatory strong proficiency in Hindi & working knowledge of Kannada, Tamil or Telugu.
• Experience working on outbound sales, collections, or customer engagement processes.
• Comfortable working with quality metrics, audit scorecards, and MIS.
• Good communication skills in English + Hindi.
• Hands-on experience in coaching agents and conducting refresher training.
  
  

• Ability to understand multiple regional languages.
• Experience in auditing MSME or financial products.
• Understanding of compliance and regulatory guidelines.
• Experience in a startup or fast-paced environment.
  
  

• Detail-oriented with a strong eye for quality.
• Calm, patient, and objective while delivering feedback.
• Able to perform well under pressure.
• Proactive, adaptable, and collaborative.