QA (Customer Delight Team)

Monitor and evaluate Chat & Email (100+ per day) to ensure quality standards are met. Identify areas of improvement and provide actionable feedback to agents. Prepare and share weekly/monthly quality reports. Collaborate with training and operations teams to implement process improvements. Conduct calibration sessions, quality sessions, dip checks, TNI, BQM, CSAT & DSAT analysis to ensure consistency in evaluations. Assist in updating quality guidelines and audit forms based on business needs. Prepare dashboards and review performance metrics regularly.

1–3 years of experience in a QA role, preferably in fintech or banking. Strong analytical and communication skills; fluency in Hindi and English is a must. Graduation in any stream. Attention to detail and a proactive approach to problem-solving.