Quality Coach (Collections)
STAFFIAA
- New Delhi
- Permanent
- Full-time
CTC: Up to 7 LPA
Location: new DelhiRole ObjectiveTo monitor, evaluate, and improve the quality of collection calls, ensuring compliance with regulatory standards, enhancing team performance, and improving customer experience.Key ResponsibilitiesCall Monitoring & EvaluationListen to recorded/live calls of the telecaller collections team.Assess calls based on compliance, soft skills, process adherence, and productivity.Coaching & FeedbackProvide structured feedback to telecallers on improvement areas.Conduct one-on-one coaching sessions and group training for skill enhancement.Quality Audits & ReportingPrepare regular quality audit reports highlighting trends, gaps, and action plans.Track progress of agents post-feedback.Process ImprovementIdentify common errors and recommend process/policy improvements.Collaborate with training and operations teams for continuous development.Compliance & Risk ManagementEnsure adherence to RBI guidelines, internal policies, and industry best practices.Report deviations immediately to management.Qualifications & Skills RequiredGraduate in any discipline (preferred: commerce, finance, or related field)4–6 years’ experience in Collections Quality/Training in BFSI or BPO environmentStrong analytical, listening, and feedback skillsProficient in MS Office (Excel, PowerPoint, Word)Good understanding of call quality parameters and compliance requirementsApply by mailing your CV to resume@staffiaa.com with subject line " Quality Coach (Collections)"
for further queries WA: 6307183014Regard
Team HR
Staffiaa Services