
Quality Analyst – Collection
1 week ago
Job description
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Job
Description:
Responsibilities:
Monitor and audit collectioncalls 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 incall 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.
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