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

Team Vertex Cosmos
Department Icon IT / Software Development & Related
Posted: 3 weeks ago
3-8 years
Gurugram
IT / Software Development & Related
work from office
Full Time
Closes 21 Dec 2026
Posted: 3 weeks ago
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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.
  • DM- 8586914964 (Nancy)
  • Email- Nancy.soni@transcom.com

Skills

Us CollectionQC ToolsCollections ProcessQualityQCProcessQuality AnalysisCollections

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