Call Quality Analyst

Quest to work in real professional atmosphere that enables to cope-up with emerging as well as latest

technology and quality procedures with a scope for widening spectrum of knowledge in the role of Quality

analyst.

Responsibilities

• Perform unbiased Quality audits and analyse results to determine process improvement

opportunities.

• Should be able to handle 1:40 ratio of callers.

• Analyse current tele-collections processes and identify gaps or defects to improve overall

effectiveness and take-up the inputs with all stakeholders.

• Define/recommend process improvements to meet current and future collections

targets/standards.

• Quality analyst will ensure that callers aligned to current processes and procedures (e.g., review

recorded agent conversations wrto SOP, identify/communicate opportunities for improvement)

• Work directly with agents/leads to improve overall performance by taking various initiatives like

Dipchecks, call listening sessions, BQM, regular/structured feedbacks, daily briefings, TNI etc.

• Review/monitor results of appeals work and escalate as necessary. Also, should come-up with the

structured action plan. (e.g., rebuttals)

• Demonstrate understanding of applicable tele-collections Quality requirements/ guidelines (e.g.,

escalation procedures)

• Adhere to established Quality processes, procedures, requirements and guidelines, and ensure

adherence by all applicable stakeholders.

• Upskill trainings: Identify and train the bottom performers for the alignment and ensure to uplift

their performance.

• Being part of calibrations, call listening sessions with cross functions etc

Desired Candidate Profile

• Candidate must be graduate in any field

• With at least 1.5-4 years experience as a tele-collections Quality Analyst in a BPO set up

• Strong verbal and written communication skills

• Background in Banks/NBFC/FinTech is a plus

• Strong attention to detail and desire to follow procedure

• Proficient @ MS Office & G-suite applications

• Should be proficient & spontaneous in English, Hindi and any 3 south regional languages is must.

• Should be passionate for growth

• Should be open to work six days in a week

• Should be open to work from office

Job Location: Bangalore

Shift Timings: 10:00 to 7:00 (6 Days working)Role & responsibilities

Preferred candidate profile