Associate - Collections - Quality and Training

Looking for candidates who understand dialler and hold experience in collections unsecured. Kannada language proficiency is a must. The candidate would be managing quality and training for west and south and might have to take 1-2 visits a month to Mumbai. Please align on the willingness to travel/ move to quality & training role beforehand itself.

Key Responsibilities

• Regularly audit inbound and outbound collections calls to assess adherence to company policies.
• Utilize customized scorecards to provide constructive feedback and identify areas for agent improvement.
• Ensure all collections activities comply with legal standards and internal policies.
• Develop and deliver training modules for agents.
• Manage escalations/ Customer complaints related to collections
• Provide ongoing coaching and support to help agents improve their skills and performance.
• Analyze call center data, generate reports & share insights to enhance overall performance.
• Manage customer escalations related to debt collection by investigating and resolving issues efficiently and professionally.
• Should be ready to take ownership of the performance of the team.
  
  

Experience

Minimum of 2 years of experience in driving collections and quality assurance, preferably within the unsecured lending or NBFC.

Skills Required

• Should be able to speak and understand minimum 2 South Indian languages
• Should be ready to travel across cities/ states for work
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)