Quality Analyst

Job Description – Quality Analyst (Collection 1st Party & Retention)

Location: Sector 30, Gurugram (Work from Office)

Role Summary

The Quality Analyst will be responsible for monitoring customer interactions, ensuring process compliance, identifying improvement opportunities, and supporting operational excellence through quality initiatives.

Key Responsibilities

• Monitor and evaluate collection and retention calls as per quality standards.
• Conduct call audits and provide detailed feedback to agents and Team Leaders.
• Identify performance gaps and recommend corrective actions.
• Track quality metrics and prepare audit reports.
• Ensure adherence to compliance, regulatory, and process guidelines.
• Participate in calibration sessions with Operations and Training teams.
• Maintain quality scorecards and documentation.
• Support process improvement initiatives to enhance customer experience.

Eligibility

• Graduate in any discipline.
• 2–4 years of experience as a Quality Analyst in Collections/Retention.
• Excellent analytical, listening, and communication skills.
• Proficiency in MS Excel and reporting tools.
• Immediate joiners preferred.

Work Schedule: 5 days working, rotational shifts & weekly offs.