We have opening for QA Manager/ QA Executive

Industry;- NBFC

CTC

QA Manager;- 6-7 LPA

QA Executive;- 3- 3.6 LPA

Quality Monitoring & Audits

- Conduct regular audits of collection calls, emails, and field collection activities.
- Assess adherence to company policies, regulatory guidelines, and collection processes.
- Evaluate agent performance against predefined quality parameters and scorecards.
- Ensure compliance with RBI guidelines, Fair Practices Code, and internal policies.

Performance Improvement

- Analyse quality trends and identify areas for process improvement.
- Prepare quality MIS, dashboards, and management reports.
- Collaborate with Collections, Training, and Operations teams to improve agent performance.
- Develop action plans to address recurring quality issues.

Training & Coaching

- Provide feedback and coaching to collection agents and team leaders.
- Develop training modules based on audit findings and compliance requirements.
- Conduct refresher sessions on quality standards, customer interaction, and regulatory compliance.

Customer Experience Management

- Review customer complaints related to collection practices.
- Ensure customer interactions remain professional, respectful, and compliant.
- Support grievance resolution through root cause analysis and corrective action implementation.



- Bachelor's Degree in Business Administration, Commerce, Finance, Law, or a related field.




- Postgraduate qualification in Management or Finance will be preferred.
- Certification in Quality Management, Internal Audit, or Compliance will be an added advantage.

Experience Required

- Minimum 5 years of experience in Collections, Quality Assurance, Compliance, or Operations.
- Prior experience in NBFC, Banking, Fintech, or Financial Services industry is mandatory.
- Experience in quality monitoring, audit management, compliance reviews, and team handling.
- Proven experience in building and managing a quality function will be preferred.

Required Skills

- Robust analytical and auditing skills.
- Excellent communication and report-writing abilities.
- Knowledge of RBI regulations, Fair Practices Code, and collection compliance requirements.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
- Stakeholder management and cross-functional collaboration.
- Team handling and leadership capabilities.
- Training and coaching skills.
- Problem-solving and decision-making abilities.
- Attention to detail and process improvement mindset.

Key Performance Indicators (KPIs)

- Quality audit scores.
- Compliance adherence rate.
- Reduction in customer complaints.
- Corrective and preventive action closure rate.
- Agent quality improvement metrics.
- Regulatory and internal audit outcomes.
- Team productivity and quality benchmark achievement

Interested candidate can speak/whatsapp;- (phone hidden)

📌 Call Quality Analyst- Collections- NBFC (Telangana)
🏢 TNT Business Services
📍 Telangana