QA / QC Analyst

Key Responsibilities

• Monitor and evaluate inbound and outbound collections calls based on the approved QA scorecard.
• Ensure agents adhere to company policies, regulatory guidelines, and collection best practices.
• Verify compliance with customer communication standards, data privacy requirements, and call scripting.
• Identify instances of non-compliance, inappropriate language, or process deviations and report them to the management team.
• Provide timely and constructive feedback to collection agents and Team Leaders.
• Prepare daily, weekly, and monthly quality reports highlighting performance trends and improvement areas.
• Conduct calibration sessions with Operations and Training teams to maintain scoring consistency.
• Track recurring quality issues and recommend process improvements.
• Support refresher training initiatives based on quality findings.
• Maintain accurate documentation of quality evaluations and audit records.
• Escalate critical compliance breaches or customer-impacting issues immediately.
• Participate in internal audits and quality improvement initiatives.
• Key Performance Indicators (KPIs)Number of calls audited per day/week.
• QA score accuracy and consistency.
• Compliance adherence rate.
• Timely completion of quality evaluations.
• Agent quality improvement after feedback.
• Reduction in repeat quality errors.
• Calibration accuracy.
• Quality reporting turnaround time.

Required Qualifications

Graduate in any discipline (preferred).

• 1–3 years of experience in Quality Assurance, preferably in Collections, Customer Service, or BPO.
• Experience in call monitoring and quality evaluation.
• Knowledge of debt collection practices and regulatory compliance is an advantage.
• Required SkillsStrong listening and analytical skills.
• Excellent verbal and written communication.
• Attention to detail and objective evaluation skills.
• Knowledge of call quality frameworks and scorecards.
• Proficiency in Microsoft Excel and reporting tools.
• Ability to provide coaching and constructive feedback.
• Strong documentation and presentation skills.
• Ability to work under deadlines and manage multiple priorities.
• Preferred CompetenciesCustomer-focused approach.
• High ethical standards and integrity.
• Problem-solving and decision-making abilities.
• Time management and organizational skills.
• Team collaboration and stakeholder management.
• Continuous improvement mindset.
• Ability to monitor calls and review recordings for extended periods.
• May be required to support quality audits and training sessions as per business needs.