Conduct DIP tests for new joiners and audit 70–100 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.
Robust analytical, communication, and coaching skills.
Positive knowledge of MS Excel, reporting tools, and quality documentation.
Ability to manage high-volume audits, meet deadlines, and escalate critical issues when required.

Pay: ₹45,000.00 - ₹55,000.00 per month

Perks:
Paid sick time
Paid time off
Provident Fund

Work Location: In person

📌 Quality & Training Manager Sohna (India)
🏢 North East Hire Purchase Co India
📍 India