Quality Analyst (Digital Lending)

Job description

**About Angel One:** For nearly three decades, Angel One has been making investing and wealth creation more accessible and engaging for Indians. Today, 3.7+ crore customers trust Angel One across investing, trading, wealth creation, and credit. We are one of the best fintech platforms, building simple, intelligent and seamless financial experiences for millions of users across the country. From investing and trading to wealth creation and credit, everything we build is focused on making financial journeys easier, faster, more accessible and engaging. We believe strong fundamentals matterin investing, in technology and in the way we build our teams. Trust, simplicity, speed and long-term thinking shape how we work and what we build. Here, people work on real problems at real scale. Millions of users interact with our platform every day, and every team plays a role in shaping that experience. We move fast, take ownership and keep learning along the way. No matter the role, people here are encouraged to share ideas, challenge the usual and build things that create real impact. If you're excited to solve meaningful problems, build at scale, and shape the future of financial services, you'll fit right in. Be part of our team that’s scaling sustainably, thinking big, and building for the billion! **Job Title:** **Quality Analyst (Digital Lending)** **Location:** Mumbai **What you will do:** The Quality Analyst will be responsible for evaluating customer interactions across multiple communication channels to ensure effective communication, accurate product messaging, regulatory compliance, and a consistent customer experience. The role will analyse customer conversations to identify trends, uncover improvement opportunities, and provide actionable insights that enhance customer engagement, optimise interaction quality, and improve overall business performance. **Conversation Quality Review** - Review customer interactions across voice, chat, email, and digital channels to evaluate conversation quality. - Assess conversations for communication effectiveness, professionalism, empathy, clarity, and accuracy. - Ensure consistent and compliant communication of products, services, policies, and processes. - Monitor adherence to internal quality standards and applicable regulatory requirements. **Customer Interaction Assessment** - Evaluate conversations based on: - Communication effectiveness - Objection handling - Customer intent recognition - Resolution quality - Product communication accuracy - Regulatory and process compliance - Identify gaps in customer interactions and recommend corrective actions. **Customer Insights & Analytics** - Analyse customer conversations to identify recurring issues, common objections, frequently asked questions, and behavioural patterns. - Identify emerging customer expectations, pain points, and interaction trends. - Prepare periodic reports and dashboards with actionable recommendations for business and operational teams. **Process Improvement** - Recommend improvements to customer interaction flows, communication guidelines, and customer engagement practices. - Continuously monitor customer feedback to identify opportunities for process simplification and customer journey enhancements. - Collaborate with Operations, Sales, Product, Compliance, and Training teams to drive continuous improvements in customer experience. **Business Impact** - Support initiatives aimed at improving customer satisfaction, engagement, and retention. - Identify opportunities to enhance operational efficiency through conversation analysis. - Contribute to improving service quality by providing data-driven recommendations and best practices. **Who you are:** - Bachelor’s degree in business administration, Marketing, Communications, Management, or a related discipline. - 2–5 years of experience in Customer Experience, Quality Assurance, Customer Support, Customer Insights, Business Analytics, or a similar role. - Experience in Banking, Financial Services, FinTech, Insurance, or other customer-centric industries will be an added advantage. - Strong analytical and problem-solving skills. - Excellent verbal and written communication skills. - Ability to interpret customer interactions and identify meaningful insights. - Strong understanding of customer experience and quality assurance principles. - Knowledge of objection handling techniques and customer communication best practices. - High attention to detail with a strong focus on quality and compliance. - Proficiency in MS Excel and reporting tools for data analysis and presentation. - Ability to collaborate effectively with cross-functional teams and influence process improvements. **At Angel One, our thriving culture is rooted in Diversity, Equity, and Inclusion (DEI).** *As an Equal opportunity employer, we wholeheartedly welcome people from all backgrounds irrespective of caste, religion, gender, marital status, sexuality, disability, class or age to be part of our team.* *We believe that everyone's unique experiences and viewpoints make us stronger together.* *Come and be a part of #OneSpace\\*, where your individuality is celebrated and embraced.*