Quality Analyst - US Collections

We are seeking an analytical Quality Analyst (QA) to join our US Collections team. In this role, you will evaluate agent calls to ensure strict compliance with US debt collection laws, mitigate risks, and deliver constructive coaching to drive recovery performance.

Job Opening: Quality Analyst – US Collections (Voice)

Shift: Permanent US Night Shift

Location: Gurgaon

Working Days: 5 days working(Rotational Offs)

Key Responsibilities

• Call Auditing: Evaluate live and recorded inbound/outbound calls for negotiation skills, tone, and process adherence.
• Compliance Monitoring: Ensure 100% compliance with federal and state US collection guidelines; immediately escalate zero-tolerance breaches (e.g., third-party disclosures).
• Agent Coaching: Conduct 1-on-1 feedback sessions, partner with Team Leaders to bridge skill gaps, and drive weekly calibration sessions.
• Reporting: Maintain daily/weekly quality dashboards and conduct Root-Cause Analysis (RCA) on performance drops.

Required Qualifications

• Experience: 2–4 years in US International Voice BPO, with at least 1–2 years of core experience as a QA in US Debt Collections.
• Domain Knowledge: Deep working familiarity with US collection laws (FDCPA, TCPA, and Reg F).
• Communication: Exceptional verbal and written English with a strong grasp of American cultural nuances.
• Technical Skills: Proficiency in MS Excel and call monitoring platforms (e.g., NICE, Verint, Calabrio)

Interested? Apply now to join our high-performing risk and compliance team!