Quality Audit Analyst

- 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 for corrective measures - Analyze customer escalations from a process and quality perspective, recommending preventive improvements - Ensure agents are 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

- 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 Additional Company Details: Weekday's client offers a dynamic and fast-paced work environment, focusing on quality, accuracy, compliance monitoring, and professional development. Join a team that values detail orientation, quality auditing, call monitoring, MIS reporting, and compliance adherence.