Call Quality Analyst

Key Responsibilities:

• Conduct regular audits of collection calls, emails, and system interactions to assess quality and compliance with process guidelines.
• Evaluate agents on parameters such as call handling, adherence to scripts, negotiation skills, empathy, compliance with regulatory norms (e.g., FDCPA, RBI, or company policy), and accuracy of data entry.
• Provide detailed feedback and coaching inputs to agents and team leaders to drive continuous improvement.
• Prepare and maintain quality reports, scorecards, and trend analysis for management review.
• Collaborate with the operations and training teams to address process gaps, enhance customer experience, and improve recovery rates.
• Identify systemic issues or recurring process deviations and recommend corrective and preventive actions.
• Participate in calibration sessions with internal and client teams to ensure consistent scoring and alignment with business goals.
• Support internal audits and compliance reviews as needed.
• Stay updated with regulatory and compliance requirements related to collections.

Key Skills & Competencies:

• Strong knowledge of collections processes and compliance regulations (domestic).
• Excellent listening, analytical, and documentation skills.
• Ability to provide constructive feedback and drive performance improvement.
• Good communication and interpersonal skills.
• Proficiency in MS Office tools and QA monitoring software.
• Attention to detail and strong problem-solving abilities.
• Ability to work under pressure and meet deadlines.
• Have good communication in hindi,english and Regional language.

Job Type: Full-time

Pay: ₹22,000.00 - ₹30,000.00 per month

Benefits:

• Provident Fund

Education:

• Higher Secondary(12th Pass) (Required)

Language:

• Hindi (Required)
• English (Required)

Location:

• Bengaluru, Karnataka (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person