To monitor and evaluate collection calls, ensure compliance with RBI and bank guidelines, improve agent performance through structured feedback, and maintain high quality standards while maximizing recovery and customer satisfaction. This aligns with common collections QA responsibilities and RBL's emphasis on compliant recovery practices.
Key Responsibilities
- Monitor outbound collection calls, and recordings.
- Evaluate agent performance using the quality scorecard.
- Ensure adherence to RBI, bank, and company compliance policies.
- Audit PTP (Promise to Pay) commitments and call documentation.
- Identify critical quality errors and compliance gaps.
- Conduct calibration sessions with Operations and Training teams.
- Deliver timely feedback and coaching to improve agent performance.
- Prepare daily, weekly, and monthly QA reports.
- Perform root cause analysis (RCA) for recurring quality issues.
- Recommend process improvements to enhance recovery and customer experience.
- Track quality KPIs and support continuous improvement initiatives.
- Participate in client audits and internal quality reviews.
Required Skills
- Excellent communication skills.
- Solid listening and analytical ability.
- Knowledge of credit card collections and recovery process.
- Understanding of RBI collection guidelines and compliance.
- Good negotiation and coaching skills.
- Advanced MS Excel and reporting skills.
- Attention to detail and documentation accuracy.
- Ability to work with Operations, Training, and MIS teams.
Eligibility
- Graduate in any discipline.
- 1–3 years of experience as a Quality Analyst/Quality Auditor in BPO Collections (Credit Card preferred).
- Experience in banking or financial services is an advantage.