Telecalling - Quality Supervisor

Job Description – Telecalling Quality Supervisor (Recovery Process)

Location: Chennai

Experience: 3–5 Years

Relevant Experience: Telecalling Recovery / Collections

Job Type: Full-Time

Salary : 3lpa to 3.5lpa

Job Summary

We are looking for an experienced Telecalling Quality Supervisor with a strong background in the Recovery / Collections process (Banking / NBFC). The candidate will be responsible for monitoring recovery agents' calls, evaluating call quality, ensuring collection process compliance, identifying performance gaps and improving overall team quality.

Key Responsibilities

• Monitor and evaluate recovery agents' outbound collection calls.
• Conduct regular call audits to ensure quality and process compliance.
• Evaluate agents on communication, negotiation, customer handling and recovery techniques.
• Ensure agents follow proper collection procedures and company guidelines.
• Identify gaps in recovery calls and provide feedback to telecalling executives.
• Monitor call handling, payment commitment (PTP) and follow-up quality.
• Ensure proper handling of overdue EMI, loan repayment and delinquent customer calls.
• Conduct regular quality feedback and coaching sessions.
• Prepare daily, weekly and monthly quality audit reports.
• Coordinate with Operations and Team Leaders to improve collection performance.
• Identify customer complaints and ensure appropriate resolution.
• Ensure ethical recovery practices and regulatory compliance.

Required Skills

• Strong experience in Telecalling Recovery / Collections.
• Knowledge of Banking / NBFC loan recovery processes.
• Experience in call monitoring and quality auditing.
• Knowledge of PTP, EMI follow-ups, overdue payments and collection procedures.
• Excellent communication and negotiation skills.
• Good knowledge of quality parameters and audit scorecards.
• Experience in agent coaching and performance improvement.
• MS Excel and reporting skills.

Eligibility Criteria

• Any Graduate.
• 3–5 years of experience in Telecalling / Collections / Recovery.
• Minimum 1–2 years of experience in Quality Analysis / Quality Supervision preferred.
• Must have hands-on experience in monitoring recovery or collections calls.
• Banking / NBFC / Financial Services experience preferred.

Target Candidate Profiles

• Recovery Quality Analyst
• Collections Quality Analyst
• Senior Quality Analyst – Collections
• Telecalling Quality Supervisor
• Quality Team Leader – Recovery
• QA Executive – Loan Collections

Important Screening Criteria: Candidates must have experience in the Telecalling Recovery / Loan Collections process. General BPO quality experience without recovery or collections exposure should not be considered.

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person