Call Quality Analyst

Job Description – Call Quality AnalystDepartment: Collection & Recovery

Company: Om Sai Credit Services Pvt. Ltd.

Designation: Call Quality Analyst (QA)

1. Roles & ResponsibilitiesMonitor and evaluate collection and recovery calls made by telecallers and collection executives.
2. Ensure employees follow company policies, procedures, and professional calling standards.
3. Evaluate call quality based on communication skills, customer handling, compliance, and recovery techniques.
4. Identify gaps in call handling, miscommunication, and improper customer interactions.
5. Prepare daily, weekly, and monthly call quality reports.
6. Provide feedback and coaching to telecallers to improve call quality and performance.
7. Ensure employees follow ethical collection practices and avoid abusive or inappropriate language.
8. Verify that employees provide accurate information regarding outstanding dues and payment commitments.
9. Conduct regular call audits and maintain quality scorecards.
10. Coordinate with team leaders and management to improve overall collection performance.
11. Identify training requirements and recommend improvement plans for low-performing employees.
12. Maintain records of call audits, feedback, and quality performance.

• Required SkillsGood verbal and written communication skills.
• Knowledge of collection and recovery processes.
• Strong listening and analytical skills.
• Basic knowledge of MS Excel and reporting.
• Attention to detail and problem-solving ability.
• Ability to identify process gaps and suggest improvements.
• Experience1–3 years of experience in Call Quality / Quality Analyst roles.
• Experience in banking, NBFC, loan collection, or recovery processes will be preferred.
• Key Performance Indicators (KPIs)Number of calls audited daily.
• Call quality score.
• Compliance and process adherence.
• Reduction in customer complaints.
• Improvement in telecaller performance.
• Timely submission of quality reports.

I can also prepare a formal Call Quality Analyst job description with salary, eligibility criteria, and interview requirements for recruitment.