Quality Analyst

Job Title: Quality Analyst Upstox Inbound Process

Job Description:

We are currently hiring two Quality Analysts for our Upstox inbound process at our Airoli location. The Quality Analysts will be responsible for assessing and ensuring the quality of customer interactions particularly focusing on broking and trading queries. Candidates with a background in broking and trading excellent communication skills and a strong eye for detail are encouraged to apply.

Key Responsibilities:

1. Conduct quality evaluations of inbound customer interactions related to broking and trading queries to ensure adherence to quality standards and regulatory requirements.

2. Analyze customer interactions identify trends and provide actionable insights to improve service delivery and customer experience.

3. Evaluate customer service representatives knowledge communication skills and adherence to processes through call monitoring and performance assessments.

4. Provide constructive feedback and coaching to customer service representatives to enhance their skills and performance.

5. Collaborate with training teams to develop and deliver targeted training modules based on quality evaluation results and identified improvement areas.

6. Generate reports and analysis on quality performance trends and recommendations for management review and decisionmaking.

7. Stay updated on industry best practices regulatory changes and Upstox product updates relevant to broking and trading.

8. Ensure compliance with quality standards policies and procedures.

Requirements

Requirements:

Bachelors degree in any field.

Previous experience in broking and trading is essential.

Proven experience in quality analysis or quality assurance preferably in a customer service or contact center environment.

Excellent communication skills both verbal and written.

Strong analytical skills and attention to detail.

Ability to provide constructive feedback and coaching to drive performance improvement.

Immediate joiner preferred.

Background from both BPO and nonBPO sectors can be considered.

Salary:

The salary for this position is in the range of 35000 to 45000 INR in hand per month depending on experience and qualifications.

Note:

This is an immediate joining opportunity located in Airoli. Candidates should possess a graduate degree previous experience in broking and trading and proven experience in quality analysis or assurance. Background from both BPO and nonBPO sectors can be considered.

Requirements: - Bachelor's degree in any field. - Previous experience in broking and trading is essential. - Proven experience in quality analysis or quality assurance, preferably in a customer service or contact center environment. - Excellent communication skills, both verbal and written. - Strong analytical skills and attention to detail. - Ability to provide constructive feedback and coaching to drive performance improvement. - Immediate joiner preferred. - Background from both BPO and non-BPO sectors can be considered. Salary: The salary for this position is in the range of 35,000 to 45,000 INR in hand per month, depending on experience and qualifications. Note: This is an immediate joining opportunity located in Airoli. Candidates should possess a graduate degree, previous experience in broking and trading, and proven experience in quality analysis or assurance. Background from both BPO and non-BPO sectors can be considered.