Jupiter: Quality Analyst
Job Description
Quality Analyst – Jupiter
Location: Bangalore, India
Experience: 2–4 Years
Job ID: 609
Job Type: Full-Time
Expected Stipend: ₹6–10 LPA (based on experience and skills)
About Jupiter
Jupiter is on a mission to improve people’s relationship with money. As a next-gen financial services platform, we simplify banking, payments, investments, and loans through cutting-edge technology and a customer-first approach. With over 2.7 million users, we are building India’s most loved fintech experience by offering smart insights, no-penalty SIPs, and sleek credit products.
About the Role
As a Quality Analyst, you will be instrumental in improving customer experience by identifying gaps, evaluating performance, and implementing quality frameworks across customer interaction channels. This is a cross-functional role working closely with Operations, Training, and Product teams.
Key Responsibilities
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Audit customer interactions (calls, chats, emails) using standard QA scorecards.
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Identify trends in performance, process inefficiencies, and recurring issues.
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Use Six Sigma tools (RCA, Pareto, Fishbone) to identify root causes and recommend improvements.
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Collaborate with Operations and Training teams to drive actionable feedback.
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Create and maintain quality dashboards, audit reports, and governance trackers.
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Participate in calibration sessions with leadership to standardize quality benchmarks.
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Support SOP development, audit frameworks, and knowledge base refinement.
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Lead or contribute to process improvement projects (Lean Six Sigma methodologies).
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Maintain audit repositories, agent performance trends, and best practice logs.
Requirements
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Bachelor’s degree (Business/Commerce/Process Excellence preferred).
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1–3 years experience in QA or CX (preferably in fintech, BPO, SaaS, or e-commerce).
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Six Sigma Green Belt (or higher) is highly desirable.
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Strong knowledge of QA metrics: CSAT, DSAT, AHT, FCR, escalations.
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Hands-on experience with QA platforms (MaestroQA, Observe.AI, Scorebuddy) and CRMs (Zendesk, Salesforce, Freshdesk).
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Excellent communication, documentation, and analytical skills.
Bonus Points For:
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Experience mentoring or working with agency/vendor QA teams.
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Familiarity with financial risk/compliance for credit and payment products.
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Exposure to churn/upsell predictive modeling or marketing automation tools.
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