We are looking for a detail-oriented Quality Analyst lead to head out Quality Assurance function.
The ideal candidate brings hands-on BFSI experience in call monitoring, quality scoring, and process adherence checks. This role involves leading a team of quality auditors across various voice channels, identifying quality gaps, and driving actionable feedback to ensure consistent service delivery aligned with client and regulatory standards.
Quality auditors across processes will report into this role
Non-Negotiable Requirements
▸ 3 years of experience working within the Banking, Financial Services sector
▸ Hands-on experience in call monitoring, call scoring, and quality audit processes within a collection or contact centre environment.
▸ Strong understanding of quality parameters, compliance scripts, and regulatory guidelines applicable to debt collection operations.
▸ Good oral and written communication skills – able to document quality findings, prepare scorecards, and deliver structured feedback to agents and team leaders.
▸ Ability to work with large volumes of call samples and deliver audit results within defined monthly timelines.
▸ Proficiency in MS Excel for data tracking, MIS preparation, and quality reporting.
Key Responsibilities
▸ Conduct daily call monitoring checks and scoring across voice channels based on defined quality parameters.
▸ Random checks and evaluation of agent interactions for script adherence, compliance with RBI / client guidelines, soft skills, negotiation quality, and accurate information delivery.
▸ Identify quality trends, recurring errors, and compliance breaches; prepare detailed findings for review.Execute corrections with the quality team and increase overall quality across the organisation
▸ Deliver one-on-one and group feedback sessions to team leaders / quality auditors based on audit observations.
▸ Prepare and maintain quality scorecards, dashboards, and monthly MIS for internal and client reporting.
▸ Participate in calibration sessions with operations and client quality teams to ensure alignment of scoring standards.
▸ Support the compliance and audit function during bank / NBFC / RBI audits by providing call audit evidence, quality data, and documentation. This is a day to day operation requiring strict adherence to timelines
▸ Track corrective actions arising from quality audits and ensure timely closure of identified gaps.
▸ Flag critical compliance violations (threats, misrepresentation, harassment, data privacy breaches) immediately as per the escalation protocol.
▸ Stay updated on evolving client quality requirements, regulatory changes, and industry best practices in collections quality management.
Desired Skills & Attributes
▸ Ability to lead a team of quality analysts and monitor them for adherence to parameters.
▸ Ability to objectively assess interactions and deliver constructive, actionable feedback.
▸ Sound understanding of collections processes, debt recovery stages, and customer handling protocols.
▸ Familiarity with call monitoring platforms, QA tools, and CRM systems used in operations.
▸ Good interpersonal skills – ability to work collaboratively with operations, training, and compliance teams.
▸ Self-driven , can deliver on implementation of best practices across processes to align with the quality objectives of the organisation
Qualifications
▸ Graduate in any discipline.
▸ Mandatory prior experience in the BFSI segment, specifically in a Quality Analyst / Quality Auditor role within collections, recovery, or contact centre operations.
▸ Working knowledge of RBI guidelines for debt collection and fair practices code is a strong advantage.
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
- Leave encashment
- Paid sick time
- Provident Fund
Experience:
- Collection Setup/Banking/NBFC: 3 years (Required)
Work Location: In person
