Quality Analyst || US Collections || Gurgaon || Immediate Joiner

Job Description: Quality Analyst US First-Party Collections
Position Overview
We are looking for a detail-oriented and analytical Quality Analyst to join our US First-Party
Collections team. In this role, you will be the guardian of our clients brand reputation and
regulatory compliance.
Because this is a First-Party collections environment, your mission is to ensure that agents
successfully balance effective debt recovery with empathy, superior customer service, and
absolute adherence to compliance standards. You will evaluate interactions, identify
performance trends, and provide actionable coaching to help our agents succeed.
Key Responsibilities
1. Call Monitoring & Evaluation
Audit and evaluate daily inbound and outbound collection calls against a defined quality
rubric (measuring compliance, soft skills, negotiation tactics, and resolution).
Ensure agents are accurately verifying customer information, negotiating payment
arrangements effectively, and accurately documenting accounts in the CRM.
Identify fatal errors (compliance breaches) and non-fatal errors (soft skills/process
misses) to maintain high program quality scores.
2. Coaching & Feedback
Conduct 1-on-1 feedback sessions with agents to discuss call evaluations, highlighting
both strengths and areas for improvement.
Develop customized, actionable coaching plans for bottom-quartile agents to improve
their negotiation skills and compliance adherence.
Foster a supportive environment where agents feel empowered to improve their
performance rather than penalized.
3. Compliance & Risk Management
Act as a subject matter expert on US collections regulations, ensuring strict adherence to
TCPA, FCRA, UDAAP, and first-party best practices (often mirroring FDCPA
guidelines).
Immediately flag and report any compliance breaches or high-risk interactions to
Operations and Compliance leadership.
4. Reporting & Calibrations
Compile daily, weekly, and monthly quality reports detailing trend analysis, fatal error
rates, and overall team performance.
Lead and participate in regular calibration sessions with Operations Managers, Team
Leaders, and the Client to ensure scoring consistency and alignment on quality
standards.
Identify systemic training gaps and collaborate with the Training team to develop
refresher modules.
Candidate Profile & Requirements
Education & Experience
Bachelors Degree in any discipline (preferred).
2+ years of experience in the BPO industry, with at least 1 year of experience as a
Quality Analyst dedicated to a US Collections (First-Party or Third-Party) or Accounts
Receivable process.
Previous experience on the phones as a high-performing Collections Agent is a strong
plus.
Technical & Functional Skills
Thorough understanding of US Collections compliance and regulations.
Proficiency in Quality Management Systems (QMS), call recording software (e.g., Verint,
NICE, Calabrio), and CRM tools.
Strong analytical skills with the ability to interpret data, spot trends, and generate insights
using Microsoft Excel/Google Sheets.
Soft Skills & Work Dynamics
Exceptional listening skills and acute attention to detail.
Strong written and verbal communication skills with a neutral accent, capable of
delivering constructive feedback diplomatically.
Flexibility to work US shifts (Night Shifts) to monitor live calls and align with the
Operations team.
What We Offer
Competitive salary with performance-based quality bonuses.
Comprehensive health, dental, and life insurance benefits.

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