Quality Analyst – Collections

Quality Analyst – Collections (US Process)

Location:

Shift:

• 6:00 PM – 3:00 AM IST

• 7:00 PM – 4:00 AM IST

Notice Period:

Experience:

• Minimum 1+ year in Collections Process

• QA experience preferred

Process:

Job Description

Quality Analyst (QA)

Key Responsibilities

• Perform

  quality audits

  on inbound and outbound calls and email responses.
• Evaluate associate performance on

  communication, technical accuracy, customer handling, and policy compliance

  .
• Complete

  call monitoring and feedback

  within defined SLAs.
• Analyze quality trends and share insights with stakeholders.
• Conduct

  calibration sessions

  and initiate action plans to reduce variance.
• Prepare and present

  internal and external quality reports

  for management review.
• Ensure

  adherence to process quality SLAs

  .
• Coordinate with

  clients on process-related updates and issues

  .
• Support teams in understanding

  process goals

  and achieving performance targets.
• Demonstrate strong

  functional knowledge

  and apply it effectively to assigned projects.

Skills & Competencies

• Strong

  call monitoring, feedback, and analytical skills

• Excellent

  communication, listening, and presentation abilities

• Ability to multitask and manage time effectively in a fast-paced environment
• Attention to detail and strong decision-making skills
• Ability to take others’ perspectives into account while communicating or negotiating
• Proactive, self-motivated, and adaptable to change
• Creative thinking and good

  written documentation skills

Requirements

• Minimum

  1+ year of experience in Collections process

• Preferred

  1st Party or 3rd Party Collections experience

• QA / Quality Analyst

  experience preferred

• Strong follow-up skills to ensure corrective actions are implemented
• Ability to work independently and collaboratively in a team environment
• Demonstrated flexibility and sense of urgency

Qualifications

• Bachelor’s degree (any discipline)
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical and problem-solving abilities

Interested candidates can send their resume to pratiksha@digifocal.in