Senior Collections Specialist

2 days ago

Allahabad, Uttar Pradesh, India beBeeAssurance Full time ₹ 5,00,000 - ₹ 10,00,000

Job Title: Quality Assurance Professional

Job Description:

  • The primary role of a Quality Assurance Professional involves assessing the performance of associates who interact with customers through audits or phone calls.
  • This professional is responsible for evaluating the quality of responses to inbound and outbound calls, emails, and other customer interactions.
  • Quality Assurance Professionals will monitor these interactions to assess an associate's demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.

Main Responsibilities:

  • Conduct Call Monitoring and provide feedbacks as per defined standards.
  • Perform call monitoring and analyze trend data to enhance team performance.
  • Understand process/function goals and contribute to achieving them.
  • Conduct Calibration Sessions and initiate Action Plans for reducing Variance.
  • Analyze internal and external quality reports for management review.
  • Multitask and manage time effectively.
  • Ensure Adherence to Process Quality Standards.
  • Coordinate with clients on process-related issues and updates.
  • Take others' perspectives into account when communicating, negotiating, or presenting arguments.
  • Listen and present information clearly.
  • Demonstrate expertise in functional knowledge and apply it in aligned projects.

Requirements:

  • More than 1 year of experience in collections processes.
  • Prior experience in third-party or first-party collections is preferred.
  • Self-motivation and self-starter skills are essential.
  • Attention to detail, time management, and decision-making skills are required.
  • Vigilance in following up to ensure developed plans addressing issues have been implemented.
  • Demonstrate flexibility and a sense of urgency.
  • Adaptability to change and successfully setting priorities as needed.
  • Ability to multitask and operate in fast-paced team environments.
  • Creative ability and writing proficiency are necessary.

Qualifications:

  • Bachelor's degree is required.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills are necessary.

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