Roles & Responsibilities

- Monitor calls, chats, emails, and cases as per QA standards.
- Conduct quality audits and provide feedback to agents and team leaders.
- Identify process gaps, compliance issues, and improvement areas.
- Prepare QA reports, scorecards, MIS, and dashboards.
- Handle agency quality audits and ensure adherence to SOPs and compliance guidelines.
- Conduct calibration sessions and track corrective action plans.
- Ensure compliance with RBI guidelines and internal policies.
- Support internal and external audits.
- Must have experience in the Collections process.

Requirements

- Graduate with 1 year 3 year of experience in Quality, Audit, Compliance, or Operations.
- Experience in Collections Quality is mandatory.
- Agency quality handling experience is preferred.
- Strong analytical, communication, and documentation skills.
- Proficient in MS Excel, reporting, and dashboards.
- Positive understanding of quality frameworks, compliance standards, and stakeholder management.

📌 Quality Analyst - Collection (Pune)
🏢 Bridgexcel
📍 Pune