About the role
Job Title: Quality Analyst – Voice, Chat & Email (International Collections)Location: Bangalore (100% Work from Office) Shift: 6:00 PM – 3:00 AM IST Function: Quality Assurance | Collections Operations
About the Role:Are you detail-obsessed, passionate about consumer conversations, and experienced in quality assurance for collections across voice and digital channels? Join our fast-paced, AI-powered collections team where every interaction matters — and where you'll have the unique opportunity to evaluate both human agent calls and AI-driven bot conversations side by side.We're looking for a Quality Analyst who can uphold the highest standards across voice, chat, and email interactions in a regulated, performance-driven environment, while bringing a constructive, improvement-focused mindset to feedback.
What You'll Do:
- Monitor and evaluate consumer collections interactions across voice, chat, and email — covering both live agent calls and AI-powered bot calls — to ensure adherence to scripts, compliance standards, and communication quality.
- Audit conversations for compliance with FDCPA, CFPB guidelines, UDAAP, TCPA, and other applicable collections regulations, flagging any deviations or risk exposure.
- Deliver structured, constructive feedback on agent performance — covering tone, empathy, process adherence, disclosure accuracy, objection handling, dispute management, and resolution outcomes.
- Evaluate bot conversations for accuracy, compliance, and customer experience, sharing actionable insights with AI/product and operations teams to drive continuous tuning.
- Partner with training and operations to surface patterns, recommend coaching interventions, and support targeted performance improvement plans for agents.
- Document quality scores, trends, and red flags through accurate, actionable reporting and dashboards.
- Participate in calibration sessions with internal stakeholders and clients, and contribute to the continuous refinement of QA scorecards and guidelines.
- Escalate high-risk, non-compliant, or sensitive conversations promptly in line with regulatory and internal protocols.
What We're Looking For:
- 2+ years of QA experience in an international BPO, with mandatory hands-on experience monitoring live agent calls in collections (first-party or third-party) across voice and digital channels.
- Working knowledge of US collections regulations: FDCPA, CFPB, UDAAP, and TCPA, along with familiarity with collections terminology (mini-Miranda, right-party contact, validation notices, cease & desist, skip tracing, etc.).
- Prior experience monitoring AI/bot-driven calls and providing constructive, actionable feedback is strongly preferred.
- Strong analytical and active-listening skills, with sharp attention to detail and the ability to spot patterns across large interaction volumes.
- Excellent verbal and written communication in English.
- Hands-on experience with QA scorecards, feedback platforms, and CRM/dialer tools.
- Comfortable working US-aligned night shifts (6:00 PM – 3:00 AM IST) from our Bangalore office, with weekends off.