Quality Analyst-QA

First Credit Ites; India; A distancia; INR 360.000 - 480.000; Jornada completa

Descripción de la vacante

First Credit Ites is seeking a Quality Analyst to perform QA audits and monitor calls and emails to evaluate associates’ performance against quality standards and company policies. The role focuses on improving customer service quality and adherence to processes.

Ideal candidates have 1+ year in collections, with a bias toward proactive quality improvement, attention to detail, and the ability to work in a fast-paced team environment. Apply with confidence.

Formación

• 1+ year of experience in collections process.
• Experience in 3rd party or 1st party collections preferred.
• Self-motivated and proactive work approach.
• Strong attention to detail, time management, and decision-making skills.

Responsabilidades

• Perform QA audits and monitor inbound/outbound calls and email responses.
• Assess associates' demeanor, technical accuracy, customer service performance, and policy conformity.
• Conduct calibration sessions and initiate action plans to reduce variance.
• Prepare and analyze internal and external quality reports for management.

Conocimientos

Call Monitoring

Trend Analysis

Quality Assurance

Attention to Detail

Time Management

Adaptability

Written Communication

Descripción del empleo

Opportunity to work as Quality Analyst

The role of Quality Analyst is to perform Quality Assurance audits or phone calls.

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of organization associates who deal with our existing and potential customers.

The QA will monitor inbound and outbound call and emails responses to assess associate s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Were Excited About You If You Have:

• Ability to complete Call Monitoring and Feedbacks as per SLA or Internally defined.
• Performs call monitoring and provides trend data to the concerned team.
• Understands process/function goals and help the team to achieve them.
• Conducting Calibration Sessions and initiating Action Plans for reducing Variance.
• Prepares and analyzes internal and external quality reports for management staff review.
• Multitasking and time management skills.
• Ensure Adherence to Process Quality SLAs.
• Coordinating with the clients on process related issues & updates.
• Takes others perspective into account when communicating, negotiating, or presenting arguments.
• Listens & clearly presents information.
• Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project.

Requirements:

• Should have more than 1+ year of experience in collections process.
• Preferred 3 rd Party or 1 st Party Collections experience.
• Must be self-motivator and self-starter.
• Attention to detail, time management, and decision-making skills.Vigilant in following up to ensure that developed plans addressing issues and problems have been implemented.
• Demonstrate flexibility and a sense of urgency.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Creative ability & writing proficiency.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.