Quality Analyst ( Tele Collection Voice Process)

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