Quality Analyst

Job Description – Quality Analyst (Sales \& Collections)

Company

My Money Bazaar (MMB)

Location

Sector 63, Noida

Experience

1–2 Years

Qualification

Graduate in any discipline

Department

Quality / Operations

Employment Type

Full-Time

Job Summary

We are looking for a detail-oriented Quality Analyst to monitor and evaluate sales and collection calls, ensure compliance with company policies and process guidelines, and improve agent performance through quality audits and constructive feedback.

Key Responsibilities

• Monitor and audit sales and collection calls as per defined quality parameters.
• Evaluate calls for communication quality, process adherence, compliance, and customer handling.
• Identify quality gaps and provide actionable feedback and coaching to agents.
• Conduct calibration sessions with team leaders and other stakeholders.
• Analyse quality scores, identify recurring issues, and recommend improvement measures.
• Maintain call audit reports, quality scorecards, and documentation.
• Support internal audits and compliance checks.
• Track key performance indicators, including quality scores, sales conversion, and collection efficiency.
• Coordinate with sales, collections, and operations teams to improve overall performance.

Required Skills

• Strong understanding of sales and/or collections processes.
• Good listening, analytical, and observation skills.
• Experience in call monitoring, quality auditing, and quality scoring.
• Effective communication and feedback skills.
• Proficiency in MS Excel and familiarity with QA tools.
• Ability to identify process gaps and recommend corrective actions.

Candidate Requirements

• Graduate in any discipline.
• 1–2 years of relevant experience in Quality Analysis, Call Auditing, or Quality Monitoring.
• Experience in sales, personal loans, collections, BFSI, NBFC, fintech, or BPO processes will be preferred.
• Candidates should be comfortable working from the Noida office.

Key Performance Indicators (KPIs)

• Call Quality Score
• Compliance and Process Adherence
• Sales Conversion Quality
• Collection Efficiency / Recovery Rate
• Audit Accuracy and Reporting

How to Apply

Interested candidates can share their updated resume with details of their relevant experience, current CTC, expected CTC, and notice period - 9911067525

Pay

₹30,000.00 per month

Application Question(s)

• How many years of experience do you have in Quality Analysis or Call Auditing?
• Have you audited sales calls, collection calls, or both?
• Have you worked in the BFSI, NBFC, fintech, personal loan, or collections industry?
• If you have relevant experience and are interested in this opportunity, please share your updated resume on WhatsApp at 9911067525.

Work Location

In person