Ensure that the collections processes and practices within an organization are efficient, effective, and compliant with legal and regulatory standards. The focus is on monitoring, evaluating, and improving the quality of collections efforts to optimize recovery rates while maintaining customer satisfaction and compliance.
Conduct thorough evaluations of Collections calls to assess the quality and effectiveness of interactions.
Verify that Collections agents follow established procedures, compliance guidelines and regulatory requirements.
Collaborate with various stakeholders to come up with projects based on findings and improve the existing processes.
Identify discrepancies and areas of improvement in communication, negotiation, and problem-solving skills of Collection agents.
Conduct refreshers, calibration sessions, and retrainings for Quality-related modules.
Participate in process alignment discussions with the Operations team and other concerned teams.
Facilitate coaching and feedback sessions for agents.
Perform adhoc tasks as required.
Requirements
At least 1 year of experience in conducting QA for collection calls.
Working experience in Microsoft Office or similar tools used for handling data and quality monitoring.
Ability to work in a fast-paced and results-oriented culture.
Keen focus on details and strong analytical abilities.
A strong QA and market research background is a plus.
