Call Quality Analyst

Key Responsibilities

Quality Monitoring & Audit

Audit loan files (PL, LAP, HL, etc.) sourced by sales/RMs

Verify documentation accuracy, eligibility, and policy adherence

Check call recordings / customer interactions for quality & compliance

Identify deviations, fraud risks, and mis-selling cases

Process & Compliance

Ensure sourcing is as per bank/NBFC norms and internal SOPs

Maintain quality scorecards and audit reports

Highlight repeat errors and suggest corrective actions

Coordinate with Sales, Operations, and Credit teams

Feedback & Improvement

Share feedback with RMs / Team Leaders to improve quality

Support training needs based on quality gaps

Track improvement after feedback and corrective measures

Reporting

Prepare daily / weekly / monthly quality MIS

Share insights on rejection reasons and process gaps

Maintain proper audit and compliance records

Required Skills & Qualifications

Graduate (Any stream)

Experience in DSA / Banking / NBFC quality or operations

Good understanding of loan products & documentation

Strong attention to detail

Basic Excel & MIS knowledge

Good communication skills (English & Hindi preferred)

Preferred Skills

Experience auditing loan files

Knowledge of all types  loan process (preferred home loan)

Ability to work independently and handle pressure