Associate Quality & Training-Strategy

Job Description

• Regularly audit inbound and outbound collections calls to assess adherence to company policies.

• Utilize customized scorecards to provide constructive feedback and identify areas for agent improvement.

• Ensure all collections activities comply with legal standards and internal policies. Develop and deliver training modules for agents.

• Provide ongoing coaching and support to help agents improve their skills and performance. Analyze call center data, generate reports & share insights to enhance overall performance.

• Manage customer escalations related to debt collection by investigating and resolving issues efficiently and professionally.

• Should be ready to take ownership of the performance of the team.

Role Requirement

• Minimum of 2 years in quality assurance in collections, preferably within the unsecured lending or financial services industry.

• Strong analytical and problem-solving abilities.

• Excellent verbal and written communication skills.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Benefits

• Attractive incentives as per company's policy Medical benefits for self & family

• 18 days of paid leaves in a calendar year

• Meal card

• Career development & internal growth opportunities

Interested candidate may share their updated CV to somya.talwar@herofincorp.biz

with the subject name of \"Application for Associate Quality & Training-Strategy, \".