Quality Analyst

About the Company

Money View offers a range of personalized financial products designed to help people manage their money better, including loans, fixed deposits, gold, smart pay, and credit tracking. The company is focused on building financial inclusion and supporting a more self-reliant, financially stronger India.

Role Overview

The Quality Analyst will be responsible for reviewing customer calls, identifying improvement areas, and helping maintain high service standards. This role is based in Bengaluru, at Kudlu Gate, and is offered as an off-roll position.

Key Responsibilities

• Review and audit the assigned number of calls each day.
• Spot gaps in process execution, language usage, and documentation quality.
• Provide clear and constructive feedback to agents.
• Highlight process deviations and behavioral concerns to the relevant managers when needed.
• Support and conduct training sessions for agents.
• Track strong and weak calls and run call-listening sessions.
• Maintain performance metrics for agents and help drive month-on-month improvement.
• Join calibration discussions with Quality and Operations managers to keep evaluation standards aligned.

Skills and Competencies

• Working knowledge of PowerPoint for presentations.
• Strong Excel skills for daily audit-related work.
• Willingness to learn and build process knowledge continuously.
• Clear verbal communication and confident interaction style.
• Proactive attitude and enthusiasm toward work.
• Ability to collaborate effectively and contribute to team goals.

Work Environment

The company describes the workplace as highly collaborative, with plenty of learning opportunities and challenging work. The role is expected to contribute to improving user experiences at scale.

Eligibility

Graduation is not mandatory for this position.