Quality Officer

Key Responsibilities

• Monitor inbound and outbound collection calls to assess quality, adherence, and compliance.
• Maintain detailed scoring sheets and provide timely feedback to agents.
• Identify gaps in communication, negotiation, and compliance and recommend improvements.
• Conduct coaching sessions and refresher training based on quality findings.
• Prepare weekly and monthly QA reports for management.
• Ensure agents follow company policies, collection scripts, legal guidelines, and RBI/industry norms (if applicable).
• Support process improvement initiatives to enhance productivity and customer satisfaction.

Requirements

• Bachelor’s degree or equivalent qualification.
• Prior experience in quality assurance or call monitoring in a tele-collection/call center environment is an advantage.
• Strong listening skills and attention to detail.
• Ability to provide constructive feedback professionally.
• Good communication and report-writing skills.

Language Requirement:

• Fluent in English/Urdu (spoken & written).
• Knowledge of Arabic (spoken and written) and fluent English speaking will be preferred.

Job Type: Full-time

Pay: From Rs45,000.00 per month