Quality Analyst

Weekday AI

Bengaluru, Karnataka, India permanent

Posted: February 26, 2026

Job Description

This role is for one of the Weekday's clients

Min Experience: 2 years

Location: Bengaluru

JobType: full-time

We are seeking a detail-oriented and process-driven Quality Analyst to oversee quality, compliance, and customer experience across outbound operations. In this role, you will collaborate closely with Operations, Training, and Business teams to ensure consistently high standards in customer interactions within a fast-paced, growth-focused environment.

Requirements:
Key Responsibilities

• Conduct audits of outbound calls and related operational processes to ensure adherence to quality and compliance standards
• Evaluate customer interactions in Hindi and regional languages, providing structured and actionable feedback to agents
• Identify training gaps through quality audits and partner with Training and Operations teams to implement corrective measures
• Analyze customer escalations from a process and quality perspective, recommending preventive improvements
• Ensure agents remain updated on product knowledge, scripts, regulatory requirements, and process changes
• Prepare and present quality MIS reports, dashboards, and performance insights to leadership teams
• Proactively identify compliance risks, quality deviations, and operational inefficiencies
• Participate in call calibrations with cross-functional teams to maintain scoring alignment
• Support process enhancements, pilot initiatives, and new product rollouts from a quality governance standpoint

Must-Have Qualifications

• Minimum 2+ years of experience as a Quality Analyst in an outbound BPO environment
• Strong backend/process knowledge in Fintech, Insurance, or EdTech (Fintech experience preferred)
• Mandatory proficiency in Hindi, along with working knowledge of Kannada, Tamil, or Telugu
• Experience auditing outbound sales, collections, or customer engagement processes
• Strong understanding of quality metrics, audit scorecards, and performance tracking frameworks
• Proficiency in English and Hindi communication (verbal and written)
• Hands-on experience coaching agents and conducting refresher or improvement training sessions

Note: Language proficiency will be evaluated during the interview process.

Good to Have

• Ability to understand and assess multiple regional languages
• Experience auditing MSME-focused or financial products
• Familiarity with compliance and regulatory guidelines
• Experience working in startup or high-growth, fast-paced environments

Who You Are

• Highly detail-oriented with a strong focus on quality and accuracy
• Calm, objective, and constructive while delivering feedback
• Able to manage multiple priorities and perform effectively under pressure
• Proactive, adaptable, and collaborative in cross-functional settings

Core Skills

• Quality Auditing
• Call Auditing & Monitoring
• MIS Reporting & Advanced Excel
• Compliance Monitoring
• Verbal & Written Communication

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