Quality Analyst (QA)

Job Opening: Quality Analyst – Debt Recovery (Telecalling) Location: Begumpet Experience Required: Minimum 2 Years (Debt Recovery / Collections Process) Job Summary: We are looking for an experienced Quality Analyst (QA) to monitor, evaluate, and enhance the performance of our Debt Recovery Telecalling team. The ideal candidate should have strong analytical skills, hands-on experience with dialer monitoring, and the ability to prepare accurate daily productivity reports. Key Responsibilities: - Monitor dialer performance, call flow, and agent adherence. - Listen to and evaluate call quality, compliance, and communication standards. - Prepare and maintain Daily APR (Agent Productivity Report). - Generate performance reports for callers, highlighting strengths and improvement areas. - Identify process gaps and recommend actionable improvements. - Coordinate with team leaders and management for quality updates and training needs. - Ensure compliance with company policies and regulatory guidelines. Required Skills & Qualifications - Minimum 2 years of experience as a Quality Analyst in Debt Recovery / Collections Telecalling. - Strong knowledge of dialer systems and call monitoring tools. - Proficiency in MS Excel (reports, productivity sheets, analysis). - Excellent listening, analytical, and communication skills. - Ability to work in a fast-paced, target-driven environment.