Team Member-Process-Credit Card-Marketing HO

Job Description - Quality Analyst (Credit Cards - Banking)

Position: Quality Analyst - Credit Cards
Department: Customer Service / Operations

Location: Mumbai

Department: Credit Card-Marketing HO
Industry: Banking & Financial Services

Grade - M1 to M3

Key Responsibilities

• Conduct quality audits of inbound and outbound customer service calls related to Credit Cards.
• Evaluate customer interactions against predefined quality, compliance, and service standards.
• Monitor adherence to bank policies, regulatory guidelines, and customer protection requirements.
• Identify process gaps, service deficiencies, and customer experience improvement opportunities.
• Provide timely feedback and coaching inputs to customer service representatives and team leaders.
• Prepare and publish quality scorecards, audit reports, and performance dashboards.
• Track key quality metrics such as customer satisfaction, call handling standards, accuracy, and compliance adherence.
• Partner with Training, Operations, and Business teams to address quality concerns and improve performance.
• Analyze recurring customer complaints, error trends, and root causes to recommend corrective actions.
• Support calibration sessions to ensure consistency and standardization of quality evaluations.
• Participate in process reviews, quality improvement projects, and customer experience initiatives.
• Ensure achievement of internal and external audit requirements and quality benchmarks.

Key Performance Indicators (KPIs)

• Quality Audit Scores
• Compliance Adherence
• Customer Satisfaction (CSAT)
• Error Rate Reduction
• Feedback Closure and Coaching Effectiveness
• Process Adherence
• Service Quality Improvement Metrics

Required Skills & Competencies

• Strong knowledge of Credit Card products, processes, and customer service operations.
• Understanding of banking regulations, compliance, and risk controls.
• Excellent listening, analytical, and auditing skills.
• Strong communication and feedback delivery capabilities.
• Proficiency in quality monitoring tools and MS Office applications.
• Ability to analyze data, identify trends, and recommend improvements.
• Attention to detail and commitment to service excellence.

Qualifications & Experience

• Graduate in any discipline Banking/Finance qualification preferred.
• 2-5 years of experience in Quality Assurance, Customer Service, or Operations within Banking/Credit Cards.
• Experience in call monitoring, quality audits, and performance management preferred.