QA / QC Analyst

Monitor and audit collection calls (inbound/outbound) as per defined quality parameters

Ensure strict adherence to compliance guidelines (RBI norms, company policies, and legal standards)

Evaluate agent performance based on call quality, negotiation skills, and customer handling

Identify process gaps, compliance risks, and behavioral issues

Provide structured and timely feedback to agents and team leaders

Prepare daily, weekly, and monthly QA reports and scorecards

Participate in calibration sessions with operations and training teams

Highlight critical errors and recommend corrective actions

Ensure fair practices in collections and avoid any regulatory violations

Support training initiatives by identifying common error trends

Required Skills:

Strong understanding of collections process and recovery lifecycle

Knowledge of compliance and regulatory guidelines (especially RBI norms)

Excellent listening and analytical skills

Strong communication and feedback delivery skills

Attention to detail and high level of accuracy

Good working knowledge of MS Excel and reporting tools