– Quality Analyst, Collections

Company: Neowise Technologies Pvt. Ltd.

Location: Bengaluru, Karnataka

Department: Collections / Quality

Employment Type: Full-Time

About Neowise Technologies

Neowise Technologies Pvt. Ltd. is a growing business process management and customer engagement company specializing in customer support, collections, and financial recovery services. We focus on delivering efficient collection solutions while maintaining high standards of customer experience, compliance, and ethical collection practices.

Job Summary

We are looking for a detail-oriented and analytical Quality Analyst – Collections to monitor and audit collection calls. The role will evaluate customer interactions, ensure adherence to company processes and compliance requirements, identify quality gaps, and provide actionable feedback to Collection Advisors and Team Leads.

Key Responsibilities

- Conduct regular audits of collection calls to evaluate the quality and effectiveness of customer interactions.
- Review calls against defined quality parameters, collection processes, and compliance guidelines.
- Evaluate agents on communication, call handling, probing, negotiation, customer handling, and payment commitment.
- Identify process deviations, compliance issues, and quality gaps during call audits.
- Prepare and maintain quality audit reports and scorecards.
- Provide constructive feedback to Collection Advisors based on audit findings.
- Highlight critical errors and repeated process deviations to Team Leads and management.
- Conduct calibration sessions with Team Leads and the Quality Team to ensure consistent evaluation standards.
- Track individual and team-level quality performance.
- Identify recurring issues and recommend corrective and preventive actions.
- Support Team Leads in improving agent performance through regular quality feedback.
- Monitor adherence to ethical collection practices and approved communication standards.
- Maintain accurate records of audited calls, scores, observations, and feedback.




- Participate in quality improvement initiatives and process training as required.
- Ensure audit reports are submitted within defined timelines.

Quality Parameters to be Audited
- Proper introduction and customer verification.
- Accuracy of information provided to customers.
- Communication skills and professional tone.
- Call opening and closing standards.
- Effective probing and understanding of customer concerns.
- Negotiation and persuasion skills.
- Payment commitment / PTP handling.
- Correct communication of EMI dues and outstanding amounts.
- Handling of customer objections and queries.
- Compliance with approved collection processes.
- Adherence to ethical collection practices.
- Avoidance of inappropriate language, threats, harassment, or misrepresentation.
- Proper call documentation and disposition.

Eligibility Criteria

- Minimum qualification: PUC / Diploma / Any Graduate.
- Prior experience in Quality Analysis, Call Auditing, Collections, Tele-calling, or Customer Service is preferred.
- Experience in auditing collection calls will be an added advantage.
- Good understanding of call quality and performance metrics.

Required Skills

- Excellent verbal and written communication skills.
- Strong listening and analytical skills.
- Valuable understanding of collection call handling.
- Strong attention to detail.
- Ability to identify process and compliance gaps.
- Good reporting and documentation skills.
- Ability to provide constructive feedback.
- Strong customer handling and negotiation skills.
- Ability to work independently and meet audit timelines.
- Proficiency in MS Excel / Google Sheets.

Key Performance Indicators

- Number of calls audited.
- Audit accuracy and consistency.
- Quality score accuracy.
- Timely completion of audits.
- Identification of critical compliance errors.
- Reduction in repeated quality/process deviations.
- Quality improvement of Collection Advisors.
- Timely submission of audit reports.

Compensation & Benefits

Attractive salary package, performance incentives, career growth opportunities, and training programs.

📌 Quality Analysts (Bengaluru)
🏢 Neowise Technologies
📍 Bengaluru