Quality Manager - Banking/FinTech (5-7 yrs)

Job Title: Quality Analyst - Banking/Fintech Process.

Location: Indore.

Job Summary:

We are seeking an experienced Quality Analyst with a strong background in Banking/Fintech processes and expertise in quality assurance methodologies. The ideal candidate should have in-depth knowledge of QC tools, CSAT, NPS, PSP, DMAIC, and other quality frameworks to enhance process efficiency and customer experience.

Key Responsibilities:

- Monitor and evaluate customer interactions to ensure compliance with quality standards.

Implement and utilize QC tools to analyze trends, identify gaps, and improve service quality.

Drive CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) improvements through quality initiatives.

- Work on Process Standardization & Performance (PSP) and DMAIC (Define, Measure, Analyze, Improve, Control) methodologies to enhance process efficiency.

- Provide regular quality feedback, coaching, and training to improve agent performance.

- Conduct root cause analysis (RCA) and process audits to identify areas for improvement.

- Collaborate with operations and training teams to develop action plans for quality enhancement.

- Ensure adherence to banking/fintech compliance guidelines and regulatory standards.

- Prepare and maintain quality reports, dashboards, and data analysis for management review.

- Stay updated with industry trends and best practices to enhance customer experience and process excellence.

Key Requirements:

- 5+ years of experience in a Quality Analyst role within Banking, Fintech, or Financial Services.

- Strong knowledge of quality frameworks, QC tools, and customer experience metrics.

- Expertise in CSAT, NPS, PSP, DMAIC, and performance management methodologies.

- Excellent analytical, problem-solving, and decision-making skills.

- Strong communication and interpersonal skills to provide constructive feedback.

- Proficiency in quality monitoring tools, CRM software, and reporting dashboards.

- Ability to work in a fast-paced environment and drive continuous process improvement.

Preferred Qualifications:

- Bachelor's/Master's degree in Banking, Finance, Business Administration, or a related field.

- Certification in Six Sigma, Lean, or other Quality Management frameworks is a plus.

- Prior experience in a BPO, Contact Center, or Financial Services company.