Trustpaisa
Website:
trustpaisa.com
Job details:
- Job Description: QA Analyst
- Location: Bengaluru
- Experience: 1–3 years (Fintech / NBFC / LSP / Payments preferred)
- Qualification: Graduation
- Employment Type: Full-time
- Role Summary We are looking for a Quality Analyst to monitor and evaluate customer interactions handled by telecalling agents. The role involves ensuring adherence to company policies, maintaining call quality standards, and improving overall customer experience. The QA Analyst will play a key role in enhancing agent performance through regular audits, feedback, and process improvements.
- Key Responsibilities
- Monitor and audit inbound/outbound calls of telecalling agents
• Evaluate calls based on quality parameters such as communication, compliance, and process adherence • Provide constructive feedback and coaching to agents for performance improvement
• Identify training needs and collaborate with trainers and team leaders • Ensure adherence to compliance guidelines, scripts, and company policies
• Maintain QA scorecards, reports, and audit records
• Analyze trends, identify gaps, and recommend corrective actions
• Conduct calibration sessions with operations and training teams
• Track agent performance and support in improving KPIs like call quality, customer satisfaction, and resolution rates
• Highlight critical errors and escalate non-compliance cases
Required Skills & Qualifications
• Any graduate (preferred)
• 1–3 years of experience as a QA in telecalling / BPO / collections process
• Strong knowledge of call auditing and quality frameworks
• Good understanding of customer handling and soft skills
• Excellent listening, analytical, and observation skills
• Strong communication skills (verbal & written)
• Ability to provide clear and actionable feedback
• Proficiency in MS Excel and reporting Interested candidates can share the resume to hr@trustpaisa.com
Click on Apply to know more.