Quality analyst – call auditing

Quality Analyst – Collections (US Process)
Location: Thane
Shift: US Shift
• 6:00 PM – 3:00 AM IST
• 7:00 PM – 4:00 AM IST
Notice Period: 0–15 Days
Experience: Total 2+ Years
• Minimum 1+ year in Collections Process
• QA experience preferred
Process: International US Process (1st / 3rd Party Collections)
Job Description
The Quality Analyst (QA) is responsible for performing quality assurance audits on calls and emails to evaluate the performance of associates handling existing and potential customers. The role ensures adherence to process quality standards, SLAs, and company policies, while driving continuous improvement through feedback, calibration, and action planning.
Key Responsibilities
- Perform quality audits on inbound and outbound calls and email responses.
- Evaluate associate performance on communication, technical accuracy, customer handling, and policy compliance.
- Complete call monitoring and feedback within defined SLAs.
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