Quality Analyst (International Banking)

Role & responsibilities

• Monitor and audit customer interactions including calls, emails, and chats as per quality guidelines.
• Conduct quality evaluations and provide constructive feedback to agents and team leaders.
• Identify process gaps, compliance risks, and customer experience improvement opportunities.
• Ensure adherence to banking regulations, KYC, AML, compliance, and internal quality standards.
• Prepare and maintain quality reports, scorecards, and performance dashboards.
• Analyze quality trends and recommend action plans for continuous improvement.
• Participate in calibration sessions with operations and training teams.
• Support process improvement initiatives and quality enhancement projects.
• Conduct root cause analysis for customer complaints and recurring errors.
• Work closely with stakeholders to drive service excellence and customer satisfaction.

Required Skills & Qualifications:

• Graduate in any discipline.
• 2+ years of experience as a Quality Analyst in an International Banking/BFSI process.
• Strong understanding of Banking Operations, KYC, AML, Account Opening, Customer Onboarding, and Compliance.
• Excellent analytical and problem-solving skills.
• Hands-on experience with quality monitoring tools and reporting dashboards.
• Strong communication and stakeholder management skills.
• Proficiency in MS Excel, PowerPoint, and reporting tools.

Preferred Skills:

• Experience in Commercial Banking, Corporate Banking, or Retail Banking operations.
• Knowledge of Six Sigma, Lean, COPC, or other quality methodologies is an added advantage.
• Experience in handling international clients and global banking processes.

Key Performance Indicators (KPIs):

• Quality Scores
• Compliance Adherence
• Error Reduction
• Customer Satisfaction (CSAT)
• Process Improvement Initiatives
• Audit Accuracy and Timeliness

Shift & Work Schedule:

• Rotational shifts / Night shifts as per business requirements.
• 5 Days Working with rotational week offs.

Experience: 5-6 Years
Location: Chennai (Perungalathur)
Notice Period: Immediate Joiners

Interested candidates with International Banking Quality experience can apply.

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