QA / QC Analyst

Job Description

Location : Andheri Marol

Quality Analyst (QA) – Customer Service & Trade Calls Role Title: Quality Analyst (QA) – Customer Service (Emails, Calls & Trade Calls)

Primary Responsibilities

• Audit/evaluate emails, customer service calls, and trade calls using QA scorecards.

• Track defects across categories: process, communication, accuracy, compliance, and TAT.

• Conduct root cause analysis (RCA) and identify systemic gaps (training/system/process).

• Run/support calibration sessions with Team Leads/SMEs to standardize scoring.

• Provide weekly quality insights and actionable recommendations.

• Maintain coaching and action-closure tracker to reduce repeat defects.

• Escalate critical compliance/process breaches through defined governance.

Experience

• Minimum 1 Years of Experience. Deliverables

• QA evaluations (audit logs/scorecards).

• Weekly quality dashboard and trends.

• Monthly summary and improvement plan inputs.

• Calibration notes and coaching recommendations. Basic Skills Requirement

• Strong business communication (email writing and call evaluation).

• Ability to conduct objective audits using defined rubrics/scorecards.

• Strong attention to detail (accuracy and compliance checks).

• Knowledge of customer service standards: empathy, clarity, resolution quality.

• Working knowledge of CRM/ticketing tools and call recording platforms.

• Basic reporting skills in Excel/Sheets (filters, basic pivots, trackers).

Good-to-Have Skills

• Experience in BFSI/Trading/Investment support environments.

• Familiarity with trade-call governance, disclaimers, and regulated interactions.

• Exposure to calibration practices and coaching feedback loops.

• Ability to create RCA themes and preventive action recommendations.

Behavioral Competencies

• Integrity and confidentiality mindset (handles sensitive customer/trade data).

• Stakeholder management (QA - Customer Service leadership - compliance/training).

• Coaching-oriented, constructive feedback approach. 

Thanks Regards,

HR Executive

Khushi Tiwari

8356823327