Quality Analyst-Customer Service

Role name: Quality Analyst-Customer Service

Location: Andheri, Mumbai

CTC Range : 25k -40k

Job Description:

Quality analyst to ensure that agents provide quality service in line with organizational objectives. The primary task of a QA will be call monitoring and sharing actionable insight.

Roles and Responsibilities:

• Review, evaluate, and score open and closed customer issue tickets against established quality assurance tools and standards.
• Participate in calibration sessions, employee communication sessions, and the creation of communication tools as needed.
• Support and communicate business goals, quality standards, processes, procedures, and policies.
• Ensure call center agents adhere to predetermined quality assurance standards and the company's standard operating procedures.
• Monitor calls to provide feedback on telephone etiquette, accuracy of product information, and adherence to procedures.
• Develop performance expectations, action plans, and development plans to improve call quality.
• Provide accurate and timely reports on a daily, monthly, month-to-date, and year-to-date basis regarding call quality, productivity, availability, and other key metrics as determined.

Requirements:

• Minimum Bachelor's degree required.
• Excellent English proficiency with very good comprehension and writing skills.
• Minimum 1 to 4 years Experience as a Quality Analyst specific in NBFC/Banking sector.

ABOUT THE COMPANY:

FatakPay Digital Private Ltd (FatakPay) is a digital-only lending platform that provides virtual credit

facilities. The solution provides a 100% digital and paperless quick, transparent and secure way to

transact in multilingual format with a scan now, pay later facility and easy repayment options.

We're a company that strongly believes in teamwork, design, creativity and tech. We love to build

the best possible Financial Tech products that make the world a better place.

It was founded by a team of four IIT- B, Erasmus University alum and with 70+ years of combined

experience in Tech and Finance.

WHAT HAPPENS NEXT

If you wish to discuss the job in further detail, please contact Disha Gajra on [Confidential Information].

If selected for an interview, you will hear directly from someone from the HR department, usually

within a week of the closing date.