Job Description:

We are looking for a detail-oriented Quality Analyst with 1-3 years of BPO experience to join our team and ensure the quality of our telecollections calls. The ideal candidate will have experience in call auditing, Root Cause Analysis (RCA), reporting, and providing constructive coaching and feedback to agents. Fluency in Hindi and English is required, with proficiency in any additional regional language being an advantage. Possessing a Debt Recovery Agent (DRA) certification is a plus.

Key Responsibilities:

• Monitor and audit telecollections calls to ensure adherence to process guidelines, compliance, and quality standards.
• Conduct Root Cause Analysis (RCA) on escalations, customer complaints, and recurring quality issues to identify gaps.
• Generate regular reports on call quality, audit findings, and trend analysis for management review.
• Provide coaching and feedback sessions to collection agents to improve their performance, communication, and customer handling skills.
• Collaborate with team leaders and trainers to develop action plans to address identified areas of improvement.
• Ensure compliance with industry regulations and company policies, particularly in debt recovery practices.
• Stay updated on best practices in telecollections and quality assurance to maintain high standards.

Key Requirements:

• 1-3 years of experience in a Quality Analyst role within the BPO industry, preferably in telecollections or related processes.
• Strong analytical skills with experience in RCA, reporting, and quality auditing.
• Excellent communication skills in Hindi and English, with proficiency in any additional regional language being a plus.
• Strong interpersonal skills for providing effective coaching and feedback to agents.
• Proficiency in MS Office (Excel, Word, PowerPoint) for reporting and data analysis.
• DRA certification is highly desirable.
• Ability to work in a fast-paced, on-site environment with a focus on continuous improvement.

What We Offer:

• Competitive salary with healthy work culture.
• Opportunity to work in a dynamic and growth-oriented environment.
• Learning and development opportunities to enhance your career.