Quality Analyst

Role & responsibilities

• Monitor and evaluate customer service and sales calls related to Home Loans.
• Review call recordings and score calls based on predefined quality parameters.
• Ensure agents follow approved call scripts, compliance requirements, and process guidelines.
• Identify gaps in communication, product knowledge, and customer handling.
• Provide feedback and coaching inputs to agents and team leaders.
• Prepare quality reports and share observations with stakeholders.
• Conduct call calibrations and maintain quality scorecards.
• Recommend improvements in call handling, customer experience, and process adherence.
• Assist in creating, updating, and implementing call scripts/SOPs whenever required.
• Track recurring customer concerns and suggest corrective actions.