Quality Executive Zap Tech Private Limited

1.0 - 5.0 years

0 Lacs

pune, maharashtra

On-site

As a Call Center Call Quality Executive, your role involves monitoring and evaluating inbound and outbound calls to ensure quality adherence. You will be responsible for identifying improvement areas in agent communication and compliance. Your key responsibilities will include: - Call Monitoring & Evaluation: - Assessing inbound and outbound calls for quality adherence. - Identifying improvement areas in agent communication and compliance. - Quality Assurance & Compliance: - Ensuring adherence to company policies, scripts, and regulatory requirements. - Monitoring calls for data security, customer service, and ethical practices. - Second Voice Monitoring & Intervention: - Acting as a second ...

Posted 1 day ago

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Manager / Senior Manager - Collections Airpay Services

7.0 - 12.0 years

4 - 9 Lacs

Gurgaon, Haryana, India

On-site

Key Responsibilities: 1. Agency Management Identify, onboard, and manage third-party collection agencies. Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise). Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms. Resolve escalations and disputes involving external collection partners. 2. Calling Team Supervision Lead, mentor, and manage the in-house collections call centre team. Implement dialler strategies, call scripts, and training modules for improved efficiency. Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND...

Posted 2 months ago

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