– Telecalling Quality Supervisor (Recovery Process)

Location: Chennai

Experience: 3–5 Years

Relevant Experience: Telecalling Recovery / Collections

Job Type: Full-Time

Salary : 3lpa to 3.5lpa

Job Summary

We are looking for an experienced Telecalling Quality Supervisor with a strong background in the Recovery / Collections process (Banking / NBFC). The candidate will be responsible for monitoring recovery agents' calls, evaluating call quality, ensuring collection process compliance, identifying performance gaps and improving overall team quality.

Key Responsibilities

- Monitor and evaluate recovery agents' outbound collection calls.
- Conduct regular call audits to ensure quality and process compliance.
- Evaluate agents on communication, negotiation, customer handling and recovery techniques.
- Ensure agents follow proper collection procedures and company guidelines.
- Identify gaps in recovery calls and provide feedback to telecalling executives.
- Monitor call handling, payment commitment (PTP) and follow-up quality.
- Ensure proper handling of overdue EMI, loan repayment and delinquent customer calls.
- Conduct regular quality feedback and coaching sessions.
- Prepare daily, weekly and monthly quality audit reports.
- Coordinate with Operations and Team Leaders to improve collection performance.
- Identify customer complaints and ensure appropriate resolution.




- Ensure ethical recovery practices and regulatory compliance.

Required Skills
- Solid experience in Telecalling Recovery / Collections.
- Knowledge of Banking / NBFC loan recovery processes.
- Experience in call monitoring and quality auditing.
- Knowledge of PTP, EMI follow-ups, overdue payments and collection procedures.
- Excellent communication and negotiation skills.
- Good knowledge of quality parameters and audit scorecards.
- Experience in agent coaching and performance improvement.
- MS Excel and reporting skills.

Eligibility Criteria
- Any Graduate.
- 3–5 years of experience in Telecalling / Collections / Recovery.
- Minimum 1–2 years of experience in Quality Analysis / Quality Supervision preferred.
- Must have hands-on experience in monitoring recovery or collections calls.
- Banking / NBFC / Financial Services experience preferred.

Target Candidate Profiles
- Recovery Quality Analyst
- Collections Quality Analyst
- Senior Quality Analyst – Collections
- Telecalling Quality Supervisor
- Quality Team Leader – Recovery
- QA Executive – Loan Collections

Important Screening Criteria: Candidates must have experience in the Telecalling Recovery / Loan Collections process. General BPO quality experience without recovery or collections exposure should not be considered. Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Telecalling - Quality Supervisor (Chennai)
🏢 egrove systems pvt.ltd
📍 Chennai