- Monitor and evaluate inbound and outbound collections calls based on the approved QA scorecard.
- Ensure agents adhere to company policies, regulatory guidelines, and collection best practices.
- Verify compliance with customer communication standards, data privacy requirements, and call scripting.
- Identify instances of non-compliance, inappropriate language, or process deviations and report them to the management team.
- Provide timely and constructive feedback to collection agents and Team Leaders.
- Prepare daily, weekly, and monthly quality reports highlighting performance trends and improvement areas.
- Conduct calibration sessions with Operations and Training teams to maintain scoring consistency.
- Track recurring quality issues and recommend process improvements.
- Support refresher training initiatives based on quality findings.
- Maintain accurate documentation of quality evaluations and audit records.
- Escalate critical compliance breaches or customer-impacting issues immediately.
- Participate in internal audits and quality improvement initiatives.
- Key Performance Indicators (KPIs)Number of calls audited per day/week.
- QA score accuracy and consistency.
- Compliance adherence rate.
- Timely completion of quality evaluations.
- Agent quality improvement after feedback.
- Reduction in repeat quality errors.
- 1–3 years of experience in Quality Assurance, preferably in Collections, Customer Service, or BPO.
- Experience in call monitoring and quality evaluation.
- Knowledge of debt collection practices and regulatory compliance is an advantage.
- Required SkillsStrong listening and analytical skills.
- Excellent verbal and written communication.
- Attention to detail and objective evaluation skills.
- Knowledge of call quality frameworks and scorecards.
- Proficiency in Microsoft Excel and reporting tools.
- Ability to provide coaching and constructive feedback.
- Solid documentation and presentation skills.
- Ability to work under deadlines and manage multiple priorities.
- Preferred CompetenciesCustomer-focused approach.
- High ethical standards and integrity.
- Problem-solving and decision-making abilities.
- Time management and organizational skills.
- Team collaboration and stakeholder management.
- Continuous improvement mindset.
- Ability to monitor calls and review recordings for extended periods.
- May be required to support quality audits and training sessions as per business needs.