(Only 24h Left) Quality Analyst
5 days ago
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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