Team Lead - Process Quality Trainer - Lending Collection

Paytm

1 - 2 years

2 - 6 Lacs

noida bengaluru

Posted:6 hours ago| Platform:

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Skills Required

call audit customer service bfsi collections call quality process training quality audit quality control team management training quality monitoring csat quality analysis quality management team leading quality assurance call monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

We are seeking a detail-oriented and proactive Quality Analyst to join our Collections team
The ideal candidate will be responsible for monitoring and auditing collection calls, conducting regular calibrations, and providing insights to improve overall customer experience and compliance
Proficiency in both English and Hindi is essential for this role

Key Responsibilities

Audit outbound collection calls to ensure compliance with company policies and regulatory guidelines
Evaluate call quality and provide constructive feedback to collection agents Identify process gaps and recommend actionable solutions to enhance performance
Conduct periodic calibration sessions with team leads and stakeholders to ensure alignment in quality standards
Prepare detailed reports on quality trends, agent performance, and improvement areas
Collaborate with training teams to design refresher modules based on audit findings
Ensure adherence to quality metrics and participate in internal reviews and quality checks
Support any investigations or escalations with relevant call records and findings

Key Requirements

Minimum 1-2 years of experience as a Quality Analyst/ Call audit in a collections or customer service process (preferably BFSI sector/Collection)
Excellent command over spoken and written English, Hindi, Tamil & Telegu (mandatory).
Strong analytical and listening skills
Good knowledge of quality monitoring tools and MS Office (Excel, PPT)
Familiarity with CRM systems, call recording tools, and QA scorecards
Ability to work independently and manage multiple priorities in a fast-paced environment
Strong interpersonal skills with a solution-oriented approach

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