Quality Analyst

JD:-

• Monitor and evaluate interactions: Review a sample of agent calls, emails, and chats to ensure they adhere to quality standards and policies.
• Track performance metrics: Monitor key performance indicators (KPIs) such as call quality, customer satisfaction, and adherence to procedures.
• Provide feedback and training: Give constructive, meaningful feedback to collections agents to help them improve their performance.
• Document and report: Document quality issues, identify trends, and create regular reports for management, highlighting key metrics and suggesting process improvements.
• Ensure compliance: Verify that all collections activities and communications are compliant with internal policies and external regulations.
• Develop and maintain standards: Help maintain and develop the quality assurance standards and procedures for the collections department.

Required skills and qualifications

• Experience: Previous experience in a collections role, preferably in a quality assurance or team lead capacity, is often required.
• Analytical skills: The ability to analyze data, identify trends, and interpret quality metrics is crucial.
• Attention to detail: A meticulous approach to reviewing interactions and documents is necessary to identify any deviations from standards.
• Communication skills: Strong written and verbal communication skills are needed to provide clear feedback to agents and present findings to management.
• Problem-solving: The ability to critically think through issues and suggest effective solutions for process improvements.

Job Type: Full-time

Pay: ₹22,000.00 - ₹28,000.00 per month

Benefits:

• Provident Fund

Work Location: In person