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.
Robust listening and analytical ability.




Knowledge of credit card collections and recovery process.
Understanding of RBI collection guidelines and compliance.
Valuable 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.

Key Performance Indicators (KPIs)
QA Score (%)
Compliance Score
Critical Error %
Feedback Completion %
Improvement in Agent QA Scores
Calibration Accuracy
Audit Completion SLA
Reduction in Repeat Errors
Customer Complaint Reduction
Process Adherence

Preferred Knowledge
Credit Card Collections
DPD Buckets
PTP Management
Skip Tracing Basics
RBI Fair Practices Code
Collection Dialer Processes
Quality Frameworks
MIS & Reporting

Pay: ₹12,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Quality Analyst Bidhannagar (India)
🏢 AMS COMTEL BPMS
📍 India