Sr. Quality Evaluator

Concentrix · Gurugram

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Job Description

About the Process

We are hiring for one of the fastest-growing FinTech platforms in the United States. The organization offers a wide range of digital financial services through a mobile-first platform, enabling customers to send and receive money, make payments, invest, and access lending solutions. The role requires a strong focus on quality assurance, customer experience enhancement, process compliance, and performance improvement.

Position Summary

The Sr. Quality Evaluator will be responsible for monitoring and evaluating customer interactions across voice and chat channels, ensuring adherence to quality standards, compliance requirements, and customer experience expectations. The role requires strong analytical capabilities, coaching expertise, data interpretation skills, and the ability to drive continuous improvement through actionable feedback and reporting.

Key Responsibilities

• Conduct quality audits for customer interactions across voice and chat channels.
• Evaluate performance on product knowledge, process adherence, communication skills, and customer handling.
• Deliver structured and actionable feedback to improve agent performance and quality scores.
• Analyze quality trends and identify opportunities for process improvement.
• Prepare and publish quality reports, dashboards, and presentations for stakeholders.
• Participate in calibration sessions to maintain scoring consistency and audit accuracy.
• Collaborate with Operations, Training, and Business teams to improve overall customer experience.
• Drive quality improvement initiatives and recommend corrective actions based on audit findings.
• Support onboarding and ongoing development of new team members through coaching and knowledge sharing.
• Ensure adherence to internal policies, procedures, regulatory requirements, and compliance standards.
• Handle client-facing discussions related to quality performance and improvement initiatives when required.
• Proactively identify process gaps, risks, and customer experience concerns and escalate them to relevant stakeholders.
• Conduct Training Needs Analysis (TNA) and ensure timely execution and closure of identified training interventions.
• Monitor key quality metrics and contribute towards achieving business and client objectives.

Required Qualifications

• Graduation in any discipline.
• Minimum relevant experience in Quality Assurance within Customer Service, Banking, Financial Services, FinTech, or BPO operations.
• Experience auditing Voice and Chat interactions.
• Strong understanding of Quality Frameworks, Audit Methodologies, and Coaching Processes.
• Excellent verbal and written communication skills with strong grammar, sentence construction, and business communication abilities.
• Proficiency in Microsoft Excel and PowerPoint for reporting and presentations.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Willingness to work in permanent night shifts.

Preferred Qualifications

• Experience in Banking, Financial Services, FinTech, Payments, or Digital Financial Products.
• Exposure to customer support functions involving compliance and regulatory requirements.
• Experience in client-facing quality discussions and stakeholder management.
• Knowledge of quality improvement methodologies and root cause analysis.

Key Skills

Quality & Compliance

• Quality Auditing
• Quality Assurance
• Call Monitoring
• Chat Auditing
• Compliance Monitoring
• Quality Calibration
• Internal Controls

Coaching & Performance Improvement

• Feedback Delivery
• Coaching & Mentoring
• Training Needs Analysis (TNA)
• Performance Improvement Planning
• Knowledge Management

Analytics & Reporting

• Data Analysis
• Quality Reporting
• MIS Reporting
• Trend Analysis
• Root Cause Analysis
• Excel Reporting
• Dashboard Management

Communication & Stakeholder Management

• Business Communication
• Stakeholder Management
• Presentation Skills
• Client Interaction
• Interpersonal Skills

Technical Skills

• MS Excel
• PowerPoint
• Data Interpretation
• Process Documentation

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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