Address- Bengaluru/bangalore
Job Description:
Responsibilities
Perform unbiased Quality audits and analyse results to determine process improvement opportunities.
Should be able to handle 1:40 ratio of callers.
Analyse current tele-collections processes and identify gaps or defects to improve overall effectiveness and take-up the inputs with all stakeholders.
Define/recommend process improvements to meet current and future collections targets/standards.
Quality analyst will ensure that callers aligned to current processes and procedures (e.g., review recorded agent conversations wrto SOP, identify/communicate opportunities for improvement)
Work directly with agents/leads to improve overall performance by taking various initiatives like Dipchecks, call listening sessions, BQM, regular/structured feedbacks, daily briefings, TNI etc.
Review/monitor results of appeals work and escalate as necessary. Also, should come-up with the structured action plan. (e.g., rebuttals)
Demonstrate understanding of applicable tele-collections Quality requirements/ guidelines (e.g., escalation procedures)
Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
Define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)
Being part of calibrations, call listening sessions etc
Desired Candidate Profile
Candidate must be graduate in any field
With at least 1.5-4 years experience as a tele-collections Quality Analyst in a BPO set up
Strong verbal and written communication skills
Background in Banks/NBFC/FinTech is a plus
Strong attention to detail and desire to follow procedure
Proficient @ MS Office & G-suite applications
Should be proficient & spontaneous in English and Kannada/Telugu/Tamil/ Hindi(fluent in any 2 regional languages is must)
Should be passionate for growth
Should be open to work six days in a week
Should be open to work from office
Key Skills :
- Quality Analyst
- Qa
- Call Audit
- Feedback
- Dipcheck
- Bqm
- Sop
Company Profile
The company is a Collectech subsidiary, that provides a Collections As a Service (CaaS) solution to assist lenders in effortlessly scaling their collections. The startup, based in India and funded by CRED, aids financial institutions like Banks, Fintechs, NBFCs, and MFIs in recovering capital from various loan products, ranging from small personal loans to home loans.
