Quality Analyst – Collection

Job description

Job
Description:

Responsibilities:

• Monitor and audit collection
  calls to ensure compliance with company policies and regulatory
  guidelines.


• Evaluate call quality,
  communication effectiveness, and adherence to scripts/processes.


• Provide feedback and
  coaching to collection agents for performance improvement.


• Identify trends, gaps, and
  areas of improvement in call handling.


• Prepare audit reports and
  share insights with management.


• Collaborate with the
  training team to enhance agent performance.

Requirements:

• 1-3 years of experience in
  call auditing/quality assurance (preferably in collections).


• Fluency in English &
  Hindi language is mandatory


• Strong analytical and
  listening skills.


• Familiarity with collection
  processes and compliance guidelines.


• Good communication and
  reporting skills.


• Proficiency in MS Excel and
  call monitoring tools.