Quality Analyst - Business in Indhur, भारत

Company: Swastika Investmart Limited Location: Indore, Madhya Pradesh Experience: 2–5 Years Work Mode: Work from Office | Full-time

ABOUT THE ROLE

We are looking for a detail-oriented Quality Analyst to audit sales and service calls, monitor process adherence, identify compliance gaps, and improve customer experience across our broking business.

KEY RESPONSIBILITIES

• Audit inbound/outbound calls of sales executives, dealers, RMs, and customer service teams.
• Evaluate communication, product pitching, customer handling, and process compliance.
• Identify mis-selling risks, incorrect commitments, and critical process deviations.
• Conduct Root Cause Analysis (RCA) and recommend corrective actions.
• Provide employee feedback and coordinate quality improvement and training sessions.
• Prepare quality MIS reports, dashboards, and performance scorecards.
• Monitor compliance with applicable SEBI/exchange requirements and internal SOPs.

KEY SKILLS REQUIRED

• Call Auditing & Quality Monitoring
• Stock Broking / Capital Markets Knowledge
• SEBI/Exchange Compliance & Process Adherence
• Root Cause Analysis (RCA)
• MS Excel – Pivot Tables, Lookup Formulas & MIS
• Analytical & Problem-Solving Skills
• Communication, Active Listening & Feedback
• Process Improvement & Risk Identification

ELIGIBILITY

• Graduate in any discipline; Commerce, Finance, or Management preferred.
• 2–5 years of experience in Quality Analysis, Call Auditing, or Process Quality.
• Experience in stock broking, BFSI, or financial services preferred.
• Exposure to dealer calls, sales calls, RM interactions, or customer onboarding is an advantage.
• NISM certification is an added advantage.

Ideal Candidate: A proactive professional who can identify quality gaps, ensure process compliance, and drive measurable improvements in employee performance and customer experience.