Quality Analyst

Optimal Innovation

Key Responsibilities

• Define, implement, and continuously improve audit criteria for various customer interaction channels (voice, email, chat, etc.).
• Conduct quality audits across multiple support channels to ensure adherence to internal policies and customer experience standards.
• Apply structured scoring and metrics to objectively assess agent performance and process compliance.
• Deliver clear feedback and coaching to frontline staff to address quality gaps and reinforce best practices.
• Collaborate with training teams to support new hire training and ongoing skill enhancement programs.

Fintech Operations Support

• Oversee and monitor the accuracy of payment processing and execution, ensuring SLA adherence and regulatory compliance.
• Perform exception handling and investigation for transaction errors, service lapses, or customer complaints.
• Support daily reconciliation activities and generate periodic reports to track operational accuracy and control gaps.
• Assist in enforcing compliance and risk control measures by ensuring all customer interactions align with legal and regulatory frameworks.
• Provide customer support oversight and manage escalations through structured quality improvement practices.
• Partner with key stakeholders to identify process inefficiencies and contribute to strategic planning and process optimization initiatives.

Required Skills & Qualifications

• 2+ years of QA experience in a BPO setting
• Strong understanding of quality assurance frameworks, call monitoring tools, and compliance protocols.