Quality Analyst

6 days ago

Mumbai, India FatakPay Full time

Job Description: Trainer and Quality Analyst – Debt Collection

Location: Marol, Andheri East, Mumbai

Experience: Minimum 3 years in training or quality analysis, preferably in the financial services or debt collection domain

Education: Graduate in any discipline

Certification: DRA Certificate (added advantage)


Key Responsibilities:

Training Responsibilities:

  1. Training Program Development:
  • Design and deliver comprehensive training programs for debt collection agents, including onboarding and refresher training.
  • Develop training materials, modules, and SOPs to enhance agent performance and compliance.
  1. Skill Enhancement:
  • Provide training on negotiation skills, customer interaction techniques, and product knowledge.
  • Conduct soft skills training to improve communication, empathy, and problem-solving capabilities.
  1. Compliance and Regulatory Training:
  • Train agents on regulatory guidelines, compliance requirements, and company policies.
  • Ensure agents are equipped to handle sensitive customer situations ethically and professionally.
  1. Evaluation and Feedback:
  • Conduct assessments and quizzes to evaluate training effectiveness.
  • Provide constructive feedback to agents and track their progress post-training.


Quality Analysis Responsibilities:

  1. Monitoring and Evaluation:
  • Regularly monitor and evaluate agent calls to ensure adherence to quality and compliance standards.
  • Identify areas of improvement in agent performance, communication, and customer handling.
  1. Reporting and Feedback:
  • Prepare quality scorecards and reports for management.
  • Provide individual feedback to agents on their performance and areas requiring improvement.
  1. Process Improvement:
  • Identify recurring issues in calls or workflows and recommend process improvements.
  • Work closely with team leaders to ensure quality standards are upheld across teams.
  1. Audits and Compliance Checks:
  • Conduct periodic audits of agent interactions (voice and digital) to ensure compliance with company policies.
  • Highlight any deviations or non-compliance issues to the management.


Key Skills and Requirements:

  • Experience: Minimum 3 years in training or quality analysis, preferably in the debt collection or financial services industry.
  • Education: Graduate in any discipline.
  • Technical Skills:
  • Familiarity with CRM systems and call monitoring tools.
  • Proficiency in Excel for reporting and analysis.
  • Training Skills:
  • Strong ability to design and deliver engaging training programs.
  • Excellent presentation and communication skills.
  • Quality Analysis Skills:
  • Detail-oriented with a keen ability to identify issues in agent performance.
  • Analytical mindset to evaluate call metrics and provide actionable insights.
  • Work Ethic: Proactive, organized, and goal-oriented.


Job Perks:

  • Competitive salary with performance-based incentives.
  • Opportunity to play a key role in agent development and organizational growth.
  • Exposure to cutting-edge tools and technologies in fintech debt collection.


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