About the role
Quality Analyst (QA) – Collections
Role Overview:The Quality Analyst is responsible for monitoring collection calls, evaluating agent performance, and ensuring adherence to quality and compliance standards.
Key Responsibilities:Monitor customer calls and interactions to evaluate agent performance.Provide actionable feedback to improve agent quality and collections performance.Use quality evaluation forms to capture insights from monitored calls.Conduct call calibration sessions with operations teams.Identify process gaps and support process improvement initiatives.Prepare quality reports and share insights with internal stakeholders.
Experience:1–3 years of experience in Quality Assurance / Collections / Voice Process.
Skills:Strong communication and analytical skillsExperience in call monitoring and quality auditsUnderstanding of collections process and compliance.Languages : English & Hindi is Must ( Knowing any south languages add on)