Quality Analyst (QA)

Job Opening: Quality Analyst – Debt Recovery (Telecalling)

Location: Begumpet

Experience Required: Minimum 2 Years (Debt Recovery / Collections Process)

Job Summary:

We are looking for an experienced Quality Analyst (QA) to monitor, evaluate, and enhance the performance of our Debt Recovery Telecalling team. The ideal candidate should have strong analytical skills, hands-on experience with dialer monitoring, and the ability to prepare accurate daily productivity reports.

Key Responsibilities:

- Monitor dialer performance, call flow, and agent adherence.

- Listen to and evaluate call quality, compliance, and communication standards.

- Prepare and maintain Daily APR (Agent Productivity Report).

- Generate performance reports for callers, highlighting strengths and improvement areas.

- Identify process gaps and recommend actionable improvements.

- Coordinate with team leaders and management for quality updates and training needs.

- Ensure compliance with company policies and regulatory guidelines.

Required Skills & Qualifications

- Minimum 2 years of experience as a Quality Analyst in Debt Recovery / Collections Telecalling.

- Strong knowledge of dialer systems and call monitoring tools.

- Proficiency in MS Excel (reports, productivity sheets, analysis).

- Excellent listening, analytical, and communication skills.

- Ability to work in a fast-paced, target-driven environment.