Quality Analyst – Voice, Chat & Email (International Collections)

Skit.ai; Bengaluru; Presencial; INR 600.000 - 1.200.000; Jornada completa

Descripción de la vacante

Skit.ai is seeking a Quality Analyst – Voice, Chat & Email (International Collections) to join our Bangalore office. The role focuses on QA for voice, chat, and email interactions, including human agent calls and AI-driven bot conversations, in a regulated, performance-driven environment.

The candidate will deliver actionable feedback, monitor adherence to scripts, and help refine QA scorecards while collaborating with cross-functional teams. Night shifts align to US time zones.

Formación

• 2+ years of QA experience in an international BPO or collections QA role.
• Experience monitoring live agent calls across voice and digital channels.
• Ability to deliver structured, actionable feedback and maintain QA scorecards.

Responsabilidades

• Monitor and evaluate collections interactions across voice, chat, and email, including live agent and AI bot calls.
• Audit conversations for compliance with FDCPA, CFPB, UDAAP, TCPA and related regulations.
• Provide constructive feedback on tone, empathy, process adherence, disclosure accuracy, and resolution outcomes.
• Evaluate bot conversations for accuracy and customer experience; share insights with AI/product teams.
• Collaborate with training and operations to surface patterns and coaching needs.
• Document quality scores, trends, and red flags with clear reporting and dashboards.
• Participate in calibration sessions and refine QA scorecards and guidelines.
• Escalate high-risk or non-compliant conversations per protocols.

Conocimientos

QA experience

Live calls monitoring

Analytical skills

Active listening

English communication

QA scorecards

Herramientas

CRM/Dialer tools

Descripción del empleo

Quality Analyst – Voice, Chat & Email (International Collections)

2+ years

Full-Time

About Skit.ai

Skit.ai is the pioneering Conversational AI company transforming collections with omnichannel, GenAI-powered assistants. Our Collection Orchestration Platform - the world's first of its kind - streamlines collection conversations by syncing channels and accounts, while our Large Collection Model (LCM) powers the strategy engine that optimizes interactions, enhances customer experiences, and drives stronger bottom-line outcomes for enterprises.

We've been recognized with the BIG AI Excellence Award 2024, the Stevie Gold Award 2023 for Most Innovative Company (International Business Awards), and CCW's Disruptive Technology of the Year 2022. Skit.ai is headquartered in New York City. Learn more at https://skit.ai

Job Title : Quality Analyst – Voice, Chat & Email (International Collections)

Location : Bangalore (100% Work from Office)

Shift : 6:00 PM - 3:00 AM IST

Function : Quality Assurance | Collections Operations

About the Role:

Are you detail-obsessed, passionate about consumer conversations, and experienced in quality assurance for collections across voice and digital channels? Join our fast-paced, AI-powered collections team where every interaction matters - and where you'll have the unique opportunity to evaluate both human agent calls and AI-driven bot conversations side by side.

We're looking for a Quality Analyst who can uphold the highest standards across voice, chat, and email interactions in a regulated, performance-driven environment, while bringing a constructive, improvement-focused mindset to feedback.

What You'll Do:

• Monitor and evaluate consumer collections interactions across voice, chat, and email - covering both live agent calls and AI-powered bot calls - to ensure adherence to scripts, compliance standards, and communication quality.
• Audit conversations for compliance with FDCPA, CFPB guidelines, UDAAP, TCPA, and other applicable collections regulations, flagging any deviations or risk exposure.
• Deliver structured, constructive feedback on agent performance - covering tone, empathy, process adherence, disclosure accuracy, objection handling, dispute management, and resolution outcomes.
• Evaluate bot conversations for accuracy, compliance, and customer experience, sharing actionable insights with AI/product and operations teams to drive continuous tuning.
• Partner with training and operations to surface patterns, recommend coaching interventions, and support targeted performance improvement plans for agents.
• Document quality scores, trends, and red flags through accurate, actionable reporting and dashboards.
• Participate in calibration sessions with internal stakeholders and clients, and contribute to the continuous refinement of QA scorecards and guidelines.
• Escalate high-risk, non-compliant, or sensitive conversations promptly in line with regulatory and internal protocols.

What We're Looking For:

• 2+ years of QA experience in an international BPO, with mandatory hands-on experience monitoring live agent calls in collections (first-party or third-party) across voice and digital channels.
• Working knowledge of US collections regulations: FDCPA, CFPB, UDAAP, and TCPA, along with familiarity with collections terminology (mini-Miranda, right-party contact, validation notices, cease & desist, skip tracing, etc.).
• Prior experience monitoring AI/bot-driven calls and providing constructive, actionable feedback is strongly preferred.
• Strong analytical and active-listening skills, with sharp attention to detail and the ability to spot patterns across large interaction volumes.
• Excellent verbal and written communication in English.
• Hands-on experience with QA scorecards, feedback platforms, and CRM/dialer tools.
• Comfortable working US-aligned night shifts (6:00 PM - 3:00 AM IST) from our Bangalore office, with weekends off.