Job Description:

Responsibilities:

• Monitor and audit collection calls to ensure compliance with company policies and regulatory guidelines.
• Evaluate call quality, communication effectiveness, and adherence to scripts/processes.
• Provide feedback and coaching to collection agents for performance improvement.
• Identify trends, gaps, and areas of improvement in call handling.
• Prepare audit reports and share insights with management.
• Collaborate with the training team to enhance agent performance.

Requirements:

• 1-3 years of experience in call auditing/quality assurance (preferably in collections).
• Fluency in English & Hindi language is mandatory
• Strong analytical and listening skills.
• Familiarity with collection processes and compliance guidelines.
• Good communication and reporting skills.
• Proficiency in MS Excel and call monitoring tools.