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Quality Analyst – Collection

Quality Analyst – Collection

White Forcebangalore, India
21 hours ago
Job description

Job description

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    Job

    Description : Responsibilities :

  • Monitor and audit collection

    • calls to ensure compliance with company policies and regulatory

    guidelines.

  • Evaluate call quality,

    • communication effectiveness, and adherence to scripts / processes.

  • Provide feedback and

    • coaching to collection agents for performance improvement.

  • Identify trends, gaps, and

    • areas of improvement in call handling.

  • Prepare audit reports and

    • share insights with management.

  • Collaborate with the

    • training team to enhance agent performance.

    Requirements :

  • 1-3 years of experience in

    • call auditing / quality assurance (preferably in collections).

  • Fluency in English &

    • Hindi language is mandatory

  • Strong analytical and

    • listening skills.

  • Familiarity with collection

    • processes and compliance guidelines.

  • Good communication and

    • reporting skills.

  • Proficiency in MS Excel and

    • call monitoring tools.

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