Quality Analyst

Job description:

Job Summary:

We are looking for a detail-oriented Quality Analyst with experience in UK/US banking contact center operations. The role involves auditing calls/cases, providing structured feedback, ensuring regulatory compliance, and driving continuous quality improvement initiatives.

 

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Qualifications:

• Bachelor’s Degree / College Graduate
• 2–4 years of contact center experience in the banking industry
• Minimum 2 years’ experience as a Quality Analyst in a UK/US banking/financial account

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Core Skills & Competencies:

• Basic understanding of Quality methodologies (Six Sigma, Lean, Kaizen, etc.)
• Knowledge of 7 QC Tools
• Strong root cause analysis skills
• Experience in TNA/TNI, TTQ, RAG analysis, and BQM
• Excellent communication, feedback, and coaching skills
• Proficient in MS Office (Excel, PowerPoint)
• Strong analytical and reporting skills
• Willing to work in shifts

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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

͏ Deliver
  NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

 

Experience: 1-3 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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