QA / QC Analyst

We are looking for an experienced Quality Analyst from a collections or BPO background who is passionate about maintaining high-quality standards, ensuring compliance, and driving agent performance. If you have a keen eye for detail, love coaching, and understand the pulse of tele-collections—we want you on our team! 🧩 Key Responsibilities: Conduct unbiased call audits and analyse results to identify process gaps. Handle a 1:40 QA-to-agent ratio effectively. Evaluate and improve current tele-collections processes. Recommend action plans to meet quality and performance goals. Monitor agent compliance with SOPs and quality standards. Drive initiatives like dip checks, BQMs, feedback sessions, TNIs, etc. Participate in calibration sessions and cross-functional meetings. Track and evaluate appeals, rebuttals, and implement structured feedback. Identify bottom performers and conduct upskilling sessions. Ensure complete adherence to quality procedures and compliance protocols. 👤 Desired Candidate Profile: Minimum 1.5 to 4 years of experience as a Quality Analyst in collections or BPO. Graduate in any stream. Excellent communication skills – English & Hindi (mandatory). Must be fluent in at least 3 South Indian regional languages. Proficient in MS Office & Google Workspace. Experience with Banks, NBFCs, or FinTech is a strong plus. Strong analytical skills and attention to detail. Passionate about performance improvement and growth. Comfortable with a 6-day workweek and work from office. 📢 Why Join Us? Be part of a fast-growing, high-performance team. Opportunity to drive process improvements and make real impact. Learn, grow, and take ownership of quality functions. Work in a professional, tech-driven environment.