Quality Coach (Collections)

Job Description – Quality Coach (Collections)

Position : Quality Coach – Collections (Telecaller Team)

CTC : Up to 7 LPA

Location : new Delhi

Role Objective

To monitor, evaluate, and improve the quality of collection calls, ensuring compliance with regulatory standards, enhancing team performance, and improving customer experience.

Key Responsibilities

Call Monitoring & Evaluation

Listen to recorded / live calls of the telecaller collections team.

Assess calls based on compliance, soft skills, process adherence, and productivity.

Coaching & Feedback

Provide structured feedback to telecallers on improvement areas.

Conduct one-on-one coaching sessions and group training for skill enhancement.

Quality Audits & Reporting

Prepare regular quality audit reports highlighting trends, gaps, and action plans.

Track progress of agents post-feedback.

Process Improvement

Identify common errors and recommend process / policy improvements.

Collaborate with training and operations teams for continuous development.

Compliance & Risk Management

Ensure adherence to RBI guidelines, internal policies, and industry best practices.

Report deviations immediately to management.

Qualifications & Skills Required

Graduate in any discipline (preferred : commerce, finance, or related field)

4–6 years’ experience in Collections Quality / Training in BFSI or BPO environment

Strong analytical, listening, and feedback skills

Proficient in MS Office (Excel, PowerPoint, Word)

Good understanding of call quality parameters and compliance requirements

Apply by mailing your CV to with subject line "  Quality Coach (Collections)"

for further queries WA :

Regard

Team HR

Staffiaa Services