Key Responsibilities:
Call Audits & Monitoring: Perform regular call audits (Dip checks, Hygiene checks) for both inbound and outbound voice processes to ensure compliance with PhonePe’s quality standards.

Quality Analysis & Reporting: Track, analyze, and report performance metrics, including KPIs and KRAs specific to quality assurance, to identify performance gaps and areas for improvement.

Root Cause Analysis (RCA): Conduct RCA to identify the underlying causes of quality issues and implement corrective actions to improve process efficiency.

Feedback & Coaching: Provide constructive feedback to agents based on audit results and assist in improving their performance through one-on-one coaching sessions.

Quality Assurance Tools: Utilize industry-standard QA tools to monitor performance, track metrics, and ensure adherence to service-level agreements (SLAs) and operational standards.

Continuous Process Improvement: Propose and implement process improvements based on insights gathered from quality checks, ensuring ongoing refinement and alignment with business goals.

Documentation & Compliance: Ensure all quality audits and feedback sessions are well-documented. Keep records of performance data, improvement plans, and reports for internal reviews.

Requirements:
Experience:

Minimum 4 years of overall experience with at least 2 years of hands-on experience in Quality Analysis (QA) for inbound/outbound voice processes.
Experience in a fintech or customer service-oriented process is highly preferred.
Technical Skills:

Strong knowledge of Dip checks, Hygiene checks, RCA (Root Cause Analysis), 7 QC tools, and call audits.
Proficiency in using QA tools and reporting systems.
Deep understanding of KPIs and KRAs related to voice-based processes.
Education: Any graduate (preferred).

Communication Skills: Excellent verbal and written communication skills.

Other Requirements:

Candidates must be willing to commute independently to the office in Gurugram.
Strong attention to detail and the ability to work independently and under pressure.
Immediate joiners only.
Benefits:
Competitive CTC of up to 5 LPA.
Health insurance and wellness benefits.
Growth opportunities within one of the leading fintech companies in India.
A collaborative and dynamic work environment.