Quality Analyst

We are looking for a highly skilled and detail-oriented Quality Analyst (QA) to join our team in ensuring exceptional service quality within our Home Loan and Loan Against Property (LAP) processes. As a QA, you will be responsible for auditing calls, evaluating agent performance, and ensuring compliance with company policies, regulatory requirements, and client expectations.

Conduct regular audits of calls handled by the customer service representatives (CSRs) in the Home Loan and LAP processes.

Evaluate calls based on quality standards, adherence to processes, compliance, and customer satisfaction metrics.

Identify potential risks or compliance issues and escalate them appropriately.

Maintain documentation of audit findings and collaborate with the operations team for corrective actions.

Analyze data to track KPIs (Key Performance Indicators) and develop action plans for continuous improvement.