Quality Analyst

Job Title: Quality Analyst – Customer Service & Collections

Department: Quality Assurance

Reports To: Sr. Operations Manager

Qualification: Graduate

Experience: 1 to 2 years’ experience in Quality auditing of customer service or collection

Job Summary:

We are seeking a meticulous and detail-oriented Quality Auditor to evaluate and enhance

the quality of customer interactions in our Customer Service and Collections teams. The

ideal candidate will monitor, assess, and provide feedback on communication standards to

ensure compliance, professionalism, and alignment with company policies and regulatory

requirements.

Key Responsibilities:

⚫ Audit Communication Channels: Review recorded calls, email, and other customer

interactions from CS and Collections teams for quality, compliance, tone, and

adherence to internal policies.

⚫ Performance Evaluation: Score and evaluate agent performance based on pre-defined

quality metrics and provide actionable feedback.

⚫ Compliance Monitoring: Ensure communications meet regulatory and legal standards

(e.g., RBI etc).

⚫ Reporting & Analysis: Identify patterns, trends, and opportunities for improvement;

generate regular quality reports with insights and recommendations.

⚫ Calibration Sessions: Participate in and facilitate calibration sessions with team leads,

trainers, and QA peers to ensure scoring consistency and alignment.

⚫ NHT Sessions : Conduct NHT sessions for new hires.

⚫ Coaching Support: Collaborate with team leaders and trainers to help design training or

coaching interventions based on audit findings.

⚫ Continuous Improvement: Contribute to the development and refinement of QA

frameworks, scorecards, and auditing processes.

⚫ Risk Identification: Flag high-risk or non-compliant interactions for immediate

escalation and resolution.

⚫ Feedback Loop: Ensure timely and constructive communication of audit results to

relevant stakeholders.

⚫ RCA, Quality sessions, dip checks, mock call certification, etc

Required Skills & Qualifications:

⚫ Proven experience as a Quality Analyst, QA Specialist, or Quality Auditor in a Customer

Service or Collections environment

⚫ Strong understanding of communication protocols, soft skills, and collection compliance

standards.

⚫ Familiarity with Quality tools and call monitoring systems (e.g., JIRA, Webitel, six sigma

{optional} etc.

⚫ Excellent analytical and critical thinking skills.

⚫ Strong verbal and written communication skills with an eye for tone, empathy, and

professionalism.

⚫ High attention to detail and a passion for improving customer experience.

⚫ Ability to manage and prioritize multiple audits in a fast-paced environment.

⚫ Comfortable giving and receiving feedback constructively.

⚫ Proficiency in using Excel, Google Sheets, dashboard, reports and presentation tools for

reporting.

Preferred Qualifications:

⚫ Knowledge of collections regulations (e.g., DRA etc) and customer service best

practices.

⚫ Experience in a BPO, fintech, telecom, or utility industry is a plus.

⚫ Familiarity with CRM system or similar.

Job Type: Full-time

Pay: ₹35,000.00 - ₹45,000.00 per month

Work Location: In person

Speak with the employer
+91 7042221292