Quality & Training Manager

• Conduct DIP tests for new joiners and audit 70–100 agent calls daily.
• Review and upload 100 calls daily to TARQ.
• Investigate customer complaints and escalations, resolving issues or escalating critical cases to Rahul.
• Conduct BQM sessions for 15 days per month and targeted audits for PTP accuracy and process compliance.
• Prepare data and presentations for process updates, policy changes, and training.
• Provide agent feedback, track performance, and maintain quality dashboards and weekly/monthly reports.
• Identify training needs and conduct coaching sessions to improve agent performance.
• Experience in Quality Assurance, call auditing, or quality monitoring, preferably in NBFC collections or customer service.
• Good understanding of collection processes, call quality standards, and compliance.
• Strong analytical, communication, and coaching skills.
• Good knowledge of MS Excel, reporting tools, and quality documentation.
• Ability to manage high-volume audits, meet deadlines, and escalate critical issues when required.

Pay: ₹45,000.00 - ₹55,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person