The Quality Analyst monitors and evaluates collection calls and account handling to ensure compliance with company policies, client requirements, and regulatory standards. The role involves conducting call audits, providing feedback to agents, identifying performance gaps, and supporting continuous improvement in service quality, customer experience, and recovery effectiveness.

Job Description

• Monitor and evaluate collection calls and account handling for quality, accuracy, and compliance
• Ensure adherence to company policies, client standards, and regulatory requirements
• Document audit results and prepare quality performance reports
• Provide timely, constructive feedback to agents and supervisors
• Identify trends, risks, and opportunities for process improvement
• Support coaching, training, and calibration sessions
• Escalate compliance issues and quality risks as needed
• Maintain accurate qua...