Call Quality Analyst (Collections) Job in @ Headsup Hr Solutions

Job Description

• Key Responsibilities:
• Monitor inbound & outbound collection calls for compliance and adherence to scripts.
• Evaluate communication, negotiation skills, and overall call handling.
• Provide feedback and coaching to improve agent performance.
• Identify training needs and assist in skill development programs.
• Maintain quality reports and analyze trends for process improvement.
• Ensure all calls follow company policies and debt collection guidelines.
• Work with team leads to enhance overall collection efficiency.

 

• Requirements:
• 6 months to 1 year of experience in a Call Quality Analyst role, preferably in Collections.
• Strong understanding of collections processes, compliance regulations, and call monitoring techniques.
• Experience in BPOs or Fintechs is highly preferred. Excellent listening, analytical, and communication skills.
• Ability to identify performance gaps and provide structured coaching.
• Familiarity with quality monitoring tools and reporting methods.

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Keyskills:   collection analysis