- 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.
- 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.

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

Advantages:

- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

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