Position Title: Quality Analyst
Job Overview
Quality will be responsible for overseeing and ensuring the quality
standards of third-party collection processes for U.S. clients. This role demands strong attention to
detail, analytical ability, and expertise in implementing and maintaining quality assurance
frameworks. The position involves close collaboration with internal teams, clients, and vendors to
ensure compliance with regulatory and client requirements.
Key Responsibilities
Quality Assurance
- Develop, implement, and maintain quality assurance frameworks and standards
- Conduct regular audits, evaluations, and quality assessments
- Monitor, analyze, and report on key performance indicators (KPIs)
Process Improvement
- Identify gaps and opportunities for continuous process improvement
- Collaborate with cross-functional teams to enhance efficiency and service quality
Compliance
- Ensure adherence to applicable laws, regulations, and client-specific requirements
- Stay updated on industry best practices and regulatory changes
Team Leadership
- Lead, mentor, and support the quality assurance team
- Design and deliver training programs to improve team performance and compliance
Client & Vendor Management
- Build and maintain strong relationships with clients and third-party vendors
- Address, manage, and resolve quality-related issues in a timely manner
Qualifications
- Minimum 2+ years of experience in quality assurance within international BPO operations
- Strong knowledge of U.S. collections regulations (e.g., FDCPA, TCPA) Excellent analytical, leadership, and communication skills Preferred Qualifications Experience working with international clients and vendors
- Proficiency in data analysis, reporting, and quality monitoring tools
Pay: ₹11,574.76 - ₹34,709.26 per month
Benefits:
Work Location: In person
