Quality Manager

Hiring a Manager - Quality (Collections Process) in the BPO industry requires a mix of process expertise, leadership skills, and a strong understanding of compliance and performance metrics.

Heres a quick guide to help with your hiring:

Job Description: Manager - Quality (Collections Process)

Key Responsibilities:

1. Quality Assurance & Compliance

Ensure adherence to compliance guidelines (FDCPA, CFPB, etc.).

Monitor calls, emails, and chats for quality assurance.

Conduct regular audits to identify process gaps and risks.

2. Performance Management

Define key quality metrics (AHT, FCR, Call Resolution, etc.).

Implement process improvement strategies for collections.

Work closely with operations to improve agent performance.

3. Training & Development

Conduct coaching sessions for agents based on quality scores.

Develop and execute training modules on call handling, negotiation skills, and compliance.

4. Stakeholder Management

Liaise with internal teams to drive quality improvements.

Report quality trends, RCA (Root Cause Analysis), and action plans to leadership.

5. Process Optimization

Use Six Sigma, Lean, or other methodologies to improve efficiency.

Implement automation tools and AI-driven quality monitoring if applicable.

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Required Skills & Qualifications:

✅ Experience: 5+ years in quality assurance, with at least 2 years in a managerial role in collections.

✅ Industry Knowledge: Strong understanding of BFSI collections processes and compliance.

✅ Certifications (Preferred): Six Sigma, COPC, or similar.

✅ Tools Knowledge: NICE, Verint, Avaya, Speech Analytics, CRM software.

✅ Soft Skills: Leadership, Analytical Thinking, Communication, Stakeholder Management.

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Location:Gurgaon

Apply now or share your resume at7827292832