Monitoring and audited recorded and live outbound collection calls to identify areas for improvement in collection efficiency, call quality, and compliance with company guidelines, providing actionable feedback.
Conducting monthly-weekly training sessions to educate agents on call quality standards, compliance regulations, and effective communication techniques.
Provided one-on-one coaching to agents to address specific performance gaps and improve their skills.
Participating in call calibration sessions with team leads and managers to ensure consistent scoring and evaluation standards.
Identifying opportunities to streamline processes and improve efficiency in the quality assurance function.
Conducting call audits of external partners to identify areas for improvement, such as lacking pointers, and providing suggestions to enhance performance.




Implementing external certification programs for collection telecallers and conducting internal training sessions and certifications.
Creating monthly PPT-based training videos and PKT quizzes to upskill team members, promoting a culture of learning and development.
Preparing weekly and monthly audit report dashboards utilizing Quality Control tools to identify key areas for improvement, including lacking pointers and opportunities. Additionally, conducting compliance audits based on specific requirements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Quality Assurance Professional (Thane)
🏢 Hiring Street
📍 Thane