- Conduct DIP tests for recent joiners and audit 70100 agent calls daily.

- Review and upload 100 calls daily to TARQ.

- Investigate customer complaints and escalations, resolving issues or escalating critical cases to Rahul.

- Conduct BQM sessions for 15 days per month and targeted audits for PTP accuracy and process compliance.

- Prepare data and presentations for process updates, policy changes, and training.

- Provide agent feedback, track performance, and maintain quality dashboards and weekly/monthly reports.

- Identify training needs and conduct coaching sessions to improve agent performance.

- Experience in Quality Assurance, call auditing, or quality monitoring, preferably in NBFC collections or customer service.

- Good understanding of collection processes, call quality standards, and compliance.

- Strong analytical, communication, and coaching skills.

- Good knowledge of MS Excel, reporting tools, and quality documentation.

- Ability to manage high-volume audits, meet deadlines, and escalate critical issues when required.

📌 Training and Quality Manager (Gurugram)
🏢 North East Hire Purchase Co India
📍 Gurugram