Quality Auditor -Customer Service & Collections Bridgexcel

1.0 - 3.0 years

4 - 6 Lacs

gurugram

Work from Office

Position: Quality Auditor Customer Service & Collections Department: Quality Assurance Reports To: Sr. Operations Manager Qualification: Graduate Experience : 1 to 2 years experience in Quality auditing of customer service or collection Key Responsibilities: Audit Communication Channels: Review recorded calls, email, and other customer interactions from CS and Collections teams for quality, compliance, tone, and adherence to internal policies. Performance Evaluation: Score and evaluate agent performance based on pre-defined quality metrics and provide actionable feedback. Compliance Monitoring: Ensure communications meet regulatory and legal standards (e.g., RBI etc). Reporting & Analysis: Identify patterns, trends, and opportunities for improvement; generate regular quality reports with insights and recommendations. Calibration Sessions: Participate in and facilitate calibration sessions with team leads, trainers, and QA peers to ensure scoring consistency and alignment. NHT Sessions : Conduct NHT sessions for new hires. Coaching Support: Collaborate with team leaders and trainers to help design training or coaching interventions based on audit findings. Continuous Improvement: Contribute to the development and refinement of QA frameworks, scorecards, and auditing processes. Risk Identification: Flag high-risk or non-compliant interactions for immediate escalation and resolution. Feedback Loop: Ensure timely and constructive communication of audit results to relevant stakeholders. RCA, Quality sessions, dip checks, mock call certification, etc Required Skills & Qualifications: Proven experience as a Quality Analyst , QA Specialist , or Quality Auditor in a Customer Service or Collections environment Strong understanding of communication protocols, soft skills, and collection compliance standards. Familiarity with Quality tools and call monitoring systems (e.g., JIRA, Webitel, six sigma ,etc. Excellent analytical and critical thinking skills . Strong verbal and written communication skills with an eye for tone, empathy, and professionalism. High attention to detail and a passion for improving customer experience. Ability to manage and prioritize multiple audits in a fast-paced environment. Comfortable giving and receiving feedback constructively. Proficiency in using Excel, Google Sheets, dashboard, reports and presentation tools for reporting. Preferred Qualifications: Knowledge of collections regulations (e.g., DRA etc) and customer service best practices. Experience in a BPO, fintech, telecom, or utility industry is a plus. Familiarity with CRM system or similar. What We Offer: Competitive salary and performance bonuses Learning and development opportunities Dynamic work environment with a culture of feedback and continuous improvement

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