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Strong Tier-1 brand, metro location, and mid-level generalist CX QA role create high competition.
Banking-specific regulatory and CX quality requirements limit cross-industry transferability.
Explicit 5+ years and mandatory QA, regulatory, and reporting skills make shortlisting moderately strict.
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Manage end-to-end quality monitoring and assessment of customer experience across complaint handling and service channels.
Produce and ensure timely delivery of quality reports, dashboards, and scorecards for senior leadership and stakeholders.
Lead quality improvement initiatives including training, process enhancements, automation, and support regulatory compliance and audits.
5+ years of experience in Quality Monitoring, Training, Analytics, Process Improvement, or System Enhancement.
Bachelor's degree from a recognized university; MBA with Analytics specialization preferred but not mandatory.
Proficiency in advanced Excel, quality scorecard design, dashboard/report development, and knowledge of regulatory compliance.
Location requirement: Regional Office Mumbai.
Experience managing quality assurance and monitoring frameworks in customer service or banking domains, with a focus on regulatory compliance.
Demonstrated ability to lead and mentor quality teams and drive cross-functional stakeholder collaboration for process and system improvements.
Familiarity with automation tools and emerging technologies such as Gen AI for quality monitoring and reporting enhancement.