Job Title

Quality Analyst – Collections (US Process)Location: ThaneShift: US Shift• 6:00 PM – 3:00 AM IST• 7:00 PM – 4:00 AM ISTNotice Period: 0–15 DaysExperience: Total 2+ Years• Minimum 1+ year in Collections Process• QA experience preferredProcess: International US Process (1st / 3rd Party Collections)Job DescriptionThe 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. - Analyze quality trends and share insights with stakeholders. - Conduct calibration sessions and initiate action plans to reduce variance. - Prepare and present internal and external quality reports for management review. - Ensure adherence to process quality SLAs. - Coordinate with clients on process-related updates and issues. - Support teams in understanding process goals and achieving performance targets. - Demonstrate strong functional knowledge and apply it effectively to assigned projects.Skills & Competencies- Strong call monitoring, feedback, and analytical skills - Excellent communication, listening, and presentation abilities - Ability to multitask and manage time effectively in a fast-paced environment - Attention to detail and strong decision-making skills - Ability to take others’ perspectives into account while communicating or negotiating - Proactive, self-motivated, and adaptable to change - Creative thinking and good written documentation skillsRequirements- Minimum 1+ year of experience in Collections process - Preferred 1st Party or 3rd Party Collections experience - QA / Quality Analyst experience preferred - Strong follow-up skills to ensure corrective actions are implemented - Ability to work independently and collaboratively in a team environment - Demonstrated flexibility and sense of urgencyQualifications- Bachelor’s degree (any discipline) - Excellent verbal, written, and interpersonal communication skills - Strong analytical and problem-solving abilitiesInterested candidates can send their resume to pratiksha@