Department: Operations – Credit Card Collections
Job Summary:
We are looking for a detail-oriented and analytical Quality Auditor to monitor and evaluate collection calls, ensure compliance with client and regulatory guidelines, and help improve agent performance through constructive feedback and coaching.
Key Responsibilities:
- Monitor inbound and outbound collection calls, chats, and emails.
- Evaluate agent performance based on quality parameters and compliance standards.
- Ensure adherence to RBI guidelines, client SOPs, and company policies.
- Conduct calibration sessions with Operations and Training teams.
- Provide timely feedback and coaching to improve agent performance.
- Prepare daily, weekly, and monthly quality reports and trend analysis.
- Identify process gaps and recommend improvement plans.
- Support refresher training based on quality findings.
Eligibility:
- Graduate in any discipline.
- 1–3 years of experience as a Quality Auditor in Credit Card or Banking Collections BPO.
- Good knowledge of collection processes, compliance, and quality frameworks.
- Strong communication and analytical skills.
- Proficiency in MS Excel and reporting.
Preferred Skills:
- Experience with credit card overdue collections.
- Knowledge of RBI collection guidelines.
- Ability to conduct coaching sessions and quality calibrations.
- Strong attention to detail and problem-solving ability.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
