Job Summary:

We are looking for a detail-oriented Senior Collections Quality Auditor to ensure high

standards of customer interactions, process compliance, and performance in our collections

operations. The ideal candidate will have strong analytical skills, excellent command of

MS Excel, PowerPoint, and the ability to provide actionable insights to improve collections

effectiveness.

Key Responsibilities:

- Conduct daily/weekly audits of collection calls and customer interactions to ensure

compliance with internal policies and regulatory guidelines.

- Evaluate and score agent performance based on defined quality parameters.

- Identify process gaps, training needs, and areas of improvement.

- Prepare detailed reports, dashboards, and presentations using Excel and PowerPoint to

share insights with management and operations teams.

- Work closely with collections managers to provide feedback and recommendations to

improve agent performance and collection efficiency.

- Maintain a high standard of accuracy and confidentiality while handling sensitive

customer and organizational data.

- Assist in the development and refinement of audit frameworks, checklists, and scoring

methodologies.

- Track trends in call quality and escalate critical issues promptly.

Skills & Competencies:

- Minimum 4 years of experience in collections quality auditing or a similar call center quality

assurance role.

- Strong knowledge of collections processes and regulatory compliance.

- Proficient in MS Excel (advanced formulas, pivot tables, data analysis) and PowerPoint

(presentable dashboards, management reports).

- Excellent analytical, problem-solving, and attention-to-detail skills.

- Strong communication and interpersonal skills.

- Ability to work independently and manage multiple priorities.

- Knowledge of collections software and CRM tools is a plus.

Education:

Graduate in any discipline; relevant certifications in quality audit or collections are a plus.