Quality Analyst
at MobiKwik
3–6 yrsGurgaon
The role
MobiKwik is hiring a Quality Analyst / Senior Quality Analyst in Gurgaon to audit customer interactions across calls, emails, tickets and social media, report on quality gaps and drive service improvements. Requires 3-6 years in quality, audit or customer service.
What you would do
- Conduct quality audits of customer interactions across channels
- Evaluate agent performance on communication, compliance and resolution
- Identify quality gaps, trends and root causes
- Prepare audit reports, scorecards and dashboards
- Provide feedback and collaborate with Operations, Training and Process teams
- Ensure adherence to compliance and regulatory guidelines
- Participate in calibration sessions and quality initiatives
What they are looking for
- 3-6 years of experience in quality, audit or customer service roles
- Strong understanding of QA methodologies and quality frameworks
- Excellent analytical, reporting and stakeholder management skills
- Proficiency in MS Excel and reporting tools
- Contact centre, BFSI, fintech or e-commerce experience preferred
- Graduate in any discipline