Key Responsibilities: – Responsible for evaluating and monitoring the performance of call centers to ensure compliance with company policies, procedures, and quality standards. This role involves analyzing call interactions, providing feedback, and recommending improvements to enhance customer satisfaction and operational efficiency. – Quality Evaluation: Devise quality criteria and scoring systems to assess call quality, including agent adherence to scripts, problem-solving skills, and customer service techniques. – Collaboration: Work with External partner quality teams to Identify trends and areas for improvement in call handling and customer interactions. – Feedback and Coaching: Provide constructive feedback to agents based on call evaluations. Conduct coaching sessions to help agents improve their performance and meet quality standards. – Reporting and Documentation: Maintain accurate records of call evaluations, agent performance, and quality metrics. Prepare and present regular reports on call quality, trends, and performance to management. – Process Improvement: Collaborate with teams to develop and implement quality improvement initiatives. Recommend changes to procedures, scripts, or training programs based on quality assessments. – Compliance and Standards: Ensure that all call center activities comply with company policies, industry regulations, and legal requirements. Stay updated on industry best practices and changes in regulations that may impact call center operations. – Maintain data records and systems for accurate information and timely reporting. – Undertake root cause analysis to identify any systemic areas for improvement Functional Competencies – Proven experience in handling of regulated complaints, as well as regulatory awareness and collections complaint management process experience is essential – Ability to gather, analyse and document evidence to support a well-articulated case decision – Commercial awareness and strong understanding of regulatory processes and decisioning tools – Internal and external stakeholder management through complex processes and various engagement channels – including forums and written communications Attributes we are looking for – Must be MBA/Graduate and above and have at least 5 years& experience in Quality/ Collections grievance redressal. – Experience in New age NBFCs or Banks is mandatory. – Must have thorough understanding of collections methodology