Job Description
We are looking for a Quality‑focused Customer Service Executive with 1–3 years of experience in fintech who is eager to specialize and grow within the Quality and Training space. You will play a critical role in ensuring service quality, driving compliance, and enabling support associates.
Crucially, as we scale our AI bot, your audits will focus on improving its performance. You must be a quick learner capable of assessing AI reasoning and understanding the prompts driving its behavior. This is a detail-oriented, process-driven role offering the opportunity to learn and deliver in a fast-paced environment.
What you’ll do:
Conduct audits on calls, chats, emails, and bot conversations with a focus on accuracy of response, completeness of response and process adherence.
Manage the Quality Scorecard, ensuring agents understand why an interaction failed, not just that it failed.
Share actionable insights with stakeholders to drive quality improvement and defect reduction.
Root Cause Analysis (RCA) to prevent recurrence of leadership escalations.
Support onboarding and refresher training with a focus on quality benchmarks and compliance adherence.
Deliver specific, data‑backed feedback during coaching sessions.
Crucially, as we scale our AI bot, your audits will focus on improving its performance. You must be a quick learner capable of assessing AI reasoning and understanding the prompts driving its behavior. This is a detail-oriented, process-driven role offering the opportunity to learn and deliver in a fast-paced environment.
What you’ll do:
Conduct audits on calls, chats, emails, and bot conversations with a focus on accuracy of response, completeness of response and process adherence.
Manage the Quality Scorecard, ensuring agents understand why an interaction failed, not just that it failed.
Share actionable insights with stakeholders to drive quality improvement and defect reduction.
Root Cause Analysis (RCA) to prevent recurrence of leadership escalations.
Support onboarding and refresher training with a focus on quality benchmarks and compliance adherence.
Deliver specific, data‑backed feedback during coaching sessions.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Quality Analyst position is now open for candidates interested in the Customer Care Executive sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
