- Conduct regular monitoring of collection activities across tele-calling, digital, and field
operations.
- Identify deviations from collection SOPs, internal policies, and applicable regulatory
requirements.
- Maintain compliance observation and exception trackers.
- Support periodic compliance audits and quality reviews.
1. Escalation Management
- Track customer and collection-related escalations received through various channels.
- Categorize escalations based on severity, issue type, portfolio, and agency.
- Coordinate with agencies and internal teams to collect required information and
evidence.
- Ensure escalations are resolved within defined TATs.
1. RCA & Investigation Support
- Collect and validate supporting documents such as call recordings, call logs, WhatsApp
screenshots, field visit records, and other relevant evidence.
- Review agency RCA submissions and highlight gaps to the Lead.
- Maintain RCA and corrective action trackers.
- Follow up with stakeholders for pending RCA and action closure.
1. Agency Compliance Monitoring
- Track agency-wise compliance observations and escalation trends.
- Monitor repeated breaches and highlight high-risk agencies.
- Support agency-level reviews and corrective action implementation.
- Maintain updated compliance and escalation records.
1. Reporting & MIS
- Prepare daily/weekly/monthly compliance and escalation reports.
- Track escalation inflow, RCA status, TAT, proven/not-proven cases, repeat issues, and
pending actions.
- Maintain dashboards and trackers using MS Excel and other reporting tools.
- Support management reporting with accurate and timely data.
1. Preventive Action Tracking
- Identify recurring issues and highlight them to the Lead.
- Track implementation of corrective and preventive actions.
- Support process improvement initiatives based on complaint and escalation trends.