Quality Analyst

Job Description

Role & responsibilities The main job of a QA Lead is to supervise a team of Quality Analysts to drive the Quality Control activities like monitoring, coaching, calibration, data analysis, etc. effectively as per plan Prior experience supporting American banking clients or financial services is highly desirable. Possesses high standards of written and verbal English, demonstrating strong communication & clarity; should meet a minimum proficiency level of C1 on the Common European Framework of Reference for Languages (CEFR) scale or its equivalent Strong analytical and observational skills to evaluate customer interactions effectively. Good knowledge of Data Analysis and QC Tools Ability to interpret data, identify trends, and make suggestions for improvements Customer-oriented in managing communications and complaints Knowledge of banking products, processes, and the regulatory environment relevant to the American banking sector. Familiarity with quality monitoring tools and customer service platforms used in contact center environments. Requirement Minimum 2 years experience in the Quality Analyst role in the banking vertical. Drive Quality awareness and improvement initiatives like huddles, etc. Coordinate with different departments like HR, Training, etc. to resolve QA issues.