Training and Quality Manager

North East Hire Purchase Co India; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

North East Hire Purchase Co India is seeking a Quality Assurance Analyst to audit agent calls, drive process improvements, and maintain high standards of service in NBFC collections. You will conduct DIP tests, run audits, prepare dashboards and reports, coach agents, and escalate critical issues, reporting weekly updates to the QA team.

Strong Excel skills and analytical mindset are essential. This role requires meticulous attention to detail, ability to handle high-volume workloads, and

Qualifications

• Experience in Quality Assurance, call auditing, or quality monitoring, preferably in NBFC collections or customer service.
• Good understanding of collection processes, call quality standards, and compliance.
• Strong analytical, communication, and coaching skills.
• Good knowledge of MS Excel, reporting tools, and quality documentation.

Responsibilities

• Conduct DIP tests for new joiners and audit 70100 agent calls daily.
• Review and upload 100 calls daily to TARQ.
• Investigate customer complaints and escalations, resolving issues or escalating critical cases to Rahul.
• Conduct BQM sessions for 15 days per month and targeted audits for PTP accuracy and process compliance.
• Prepare data and presentations for process updates, policy changes, and training.
• Provide agent feedback, track performance, and maintain quality dashboards and weekly/monthly reports.
• Identify training needs and conduct coaching sessions to improve agent performance.
• Experience in Quality Assurance, call auditing, or quality monitoring, preferably in NBFC collections or customer service.
• Good understanding of collection processes, call quality standards, and compliance.
• Strong analytical, communication, and coaching skills.
• Good knowledge of MS Excel, reporting tools, and quality documentation.

Skills

Quality Assurance

Call Auditing

Quality Monitoring

Analytical Skills

Communication Skills

Coaching Skills

MS Excel

Reporting Tools

Tools

MS Excel

Reporting tools

Job description

• Conduct DIP tests for new joiners and audit 70100 agent calls daily.
• Review and upload 100 calls daily to TARQ.
• Investigate customer complaints and escalations, resolving issues or escalating critical cases to Rahul.
• Conduct BQM sessions for 15 days per month and targeted audits for PTP accuracy and process compliance.
• Prepare data and presentations for process updates, policy changes, and training.
• Provide agent feedback, track performance, and maintain quality dashboards and weekly/monthly reports.
• Identify training needs and conduct coaching sessions to improve agent performance.
• Experience in Quality Assurance, call auditing, or quality monitoring, preferably in NBFC collections or customer service.
• Good understanding of collection processes, call quality standards, and compliance.
• Strong analytical, communication, and coaching skills.
• Good knowledge of MS Excel, reporting tools, and quality documentation.
• Ability to manage high-volume audits, meet deadlines, and escalated critical issues when required.