Quality Assurance Analyst - Customer Service and Trade Calls

Job Overview

We are seeking a Quality Assurance (QA) Analyst based in Andheri Marol, Mumbai, specializing in evaluating customer service emails, calls, and trade calls. The analyst will audit interactions using established QA scorecards, provide detailed quality insights, and support continuous improvement initiatives.

Key Responsibilities

• Assess customer service and trade call communications, including emails, through detailed QA scorecards.
• Identify and categorize defects related to processes, communication accuracy, compliance, and turnaround time (TAT).
• Perform root cause analyses to uncover systemic training, process, or system gaps.
• Collaborate with Team Leads and Subject Matter Experts to conduct calibration sessions ensuring standardized scoring.
• Deliver weekly quality reports with actionable recommendations to improve service quality.
• Maintain rigorous coaching and closure trackers to minimize recurring defects.
• Escalate critical compliance or process violations following established governance protocols.

Experience and Deliverables

• At least one year of relevant experience in quality assurance.
• Complete QA evaluations and audit logs as per scorecard guidelines.
• Prepare and present weekly dashboards highlighting quality trends.
• Contribute monthly summaries and develop plans for enhancements.
• Support calibration sessions and propose coaching recommendations.

Required Skills

• Excellent business communication skills including email composition and call assessment.
• Capable of performing objective audits using defined rubrics and scorecards.
• Strong attention to detail particularly in accuracy and compliance verification.
• Familiarity with customer service principles such as empathy, clarity, and effective resolution.
• Proficient in CRM and ticketing systems, as well as call recording tools.
• Basic proficiency with reporting tools like Excel or Google Sheets including filtering, pivot tables, and tracking.

Preferred Qualifications

• Experience in Banking, Financial Services, Insurance (BFSI), trading, or investment support environments.
• Understanding of trade call governance, disclaimers, and regulatory compliance.
• Exposure to calibration processes and coaching feedback mechanisms.
• Capability to identify root cause themes and recommend preventive measures.

Behavioral Expectations

• High integrity and confidentiality regarding sensitive customer and trade information.
• Ability to manage relationships across quality assurance, customer service leadership, compliance, and training teams.
• A positive, coaching-oriented mindset with a focus on constructive and actionable feedback.

Additional Information

Location: Andheri Marol, Mumbai. This role demands onsite presence. Contact HR Executive Khushi Tiwari for queries.

Compensation

Monthly salary range: INR 18,000 to INR 32,000.