Call Center Quality Analyst - BPO Sector - English speaker

• *Call Monitoring \& Transaction Evaluation**

• Monitor and evaluate inbound and outbound customer calls against the financial platform QA Scorecard
• Score transactions across Soft Skills, Probing Skills, Policy \& Procedures, and ZCD compliance criteria
• Accurately identify and document failure indicators using defined sub\-parameters and scoring methodology
• Achieve a minimum daily/weekly transaction monitoring target as set by the business
• Submit completed scorecards to the Calibration Log accurately and within defined timelines

• *Compliance \& Regulatory Vigilance**

• Identify and flag all Zero Call Driver (ZCD) events — KYC bypasses, security breaches, and professional misconduct — in real time
• Ensure all KYC and data privacy obligations are correctly applied and documented
• Escalate confirmed compliance breaches immediately to the business as per defined SOP
• Maintain accurate records of all compliance\-related defects in the QA system with supporting evidence (call recordings, CRM screenshots)

• *Calibration \& Quality Governance**

• Participate in weekly calibration sessions with the QA Manager and Team Leaders to ensure scoring consistency
• Apply the agreed strike system and disciplinary matrix accurately when identifying repeat defects
• Track defect trends by attribute, agent, and team to surface coaching opportunities and systemic issues
• Maintain the Calibration Log with accurate, complete, and consistently formatted entries

• *Reporting \& Insights**

• Prepare and submit weekly and monthly QA performance reports by agent, team, and attribute
• Highlight agents at risk of strike escalation and flag to Team Leaders within defined timelines
• Contribute to root cause analysis when QA scores fall below threshold (below 80%)
• Support the QA Manager in producing client\-facing quality reports and performance dashboards

• *Coaching Support \& Agent Development**

• Share evaluated call findings with Team Leaders to facilitate targeted coaching conversations
• Identify recurring failure patterns by individual agent and recommend specific retraining interventions
• Participate in side\-by\-side monitoring or call listening sessions for agents on Performance Improvement Plans (PIP)
• Support onboarding of new agents by reviewing and scoring their early monitored interactions with detailed feedback

• *Education Graduate in any discipline. Additional certification in**

Quality Management or Contact Centre Operations is an advantage.

Experience 2 to 5 years of experience in a call centre QA, quality

monitoring, or process compliance role. Fintech, BFSI, or digital payments

experience strongly preferred.

Salary

Maximum ₹45,000\.00 PM

Job Types: Full\-time, Permanent

Pay: ₹20,000\.00 \- ₹45,000\.00 per month

Ability to commute/relocate

• Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience

• QA: 1 year (Required)
• BPO Sector : 1 year (Required)

Language

• English (Required)

Work Location: In person