Job Description

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Quality Analyst

Corporate 1100-Corporate Office, Bangalore, Karnataka, India








Department
CORPORATE PHONE BANKING
Job posted on
Jan 09, 2026
Employee Type
Permanent
Experience range (Years)
2 months - 3 months

I.

ROLE PURPOSE & OBJECTIVE
(A two to three lines statement outlining the objective or the reason for which the job exists. What would not get done in the organization if this role did not exist)





Quality analyst ensure that the quality of service is in line with the organizational objectives. Feedback shared with officers should increase the efficiency through behavior
modification and enhance the quality of service to customers.

QA is responsible for meeting and exceeding established quality standards expected by the Bank through monitoring, inspecting and proposing measures for continuous improvement and excellence.


Detail-oriented with excellent analytical ability to analyze trends, identify scope and suggest suitable solutions and train in order to establish consistency in service standards, improvise processes to provide best in class service.

II.

SIZE OF THE ROLE



FINANCIAL SIZE

NON-FINANCIAL SIZE



NA


NA

III.

KEY DUTIES & RESPONSIBILITIES OF THE ROLE
(These responsibilities are representative and the role holder is also responsible for any other job assigned by the superior authorities from time to time. This section in not intended to be an exhaustive listing of all activities done by the role holder. It should capture only the key deliverables and responsibilities of the role)



Monitor, evaluate and score calls against established quality assurance instruments and standards

Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards

Conduct calibration sessions, employee feedback, coaching and training sessions.

Provide email updates and process roll outs, conduct dip checks etc., to assess any knowledge gaps

Acts like an internal auditor to ensure adherence to quality standards and the standard operating procedures

Ensure proper application of and compliance with internal and regulatory standards, guidelines and procedures

Share performance data drawn from quality monitoring and review with team to identify potential training needs. Conduct / Lead training sessions Provides performance expectations, action plans and development plans to improve call quality

Provides accurate and timely reports

Assists in the maintenance of service levels by providing floor support coverage as needed

Participate on projects and all other duties as assigned

Analyze performance from quality assurance data and communicate trends to Management

Perform analysis to reduce and mitigate errors and lapses

Prepare, review and document all manuals, SOP's, SOW's, Circulars etc., for all products and processes to meet and comply with audit requirements

Performance evaluation of the bottom quartile performers and actively coach employees on Performance Improvement Plan to scale up their performance

Handle RCA's, escalations and statistical analysis and proactively lookout for opportunities for enhancements and develop skills.

IV.

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS





Educational
Qualifications

Graduate in any discipline





Experience(Years and Core Experience Type)

2 -3 years of proven experience as a Quality Analyst or similar experience in Banking industry





Certifications

Relevant training and/or certifications as a Quality Analyst





Functional Skills

Banking Knowledge
Proficient with Microsoft Office Suite or related applications
Technical Expertise


Excellent communication skills, both written and verbal







Behavioral Skills



Strong interpersonal skills


Extremely organized and detail-oriented


Scheduling and Time Management


Good People Management Skills


Critical Thinking and Problem Solving







Competencies

Excellent verbal and written communication skills


Strong analytical and problem-solving skills


Meticulous attention to detail