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Team Lead - Process Quality Trainer - Lending Collection

Paytm· Lending Collections
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Hybrid (Noida, Uttar Pradesh / Bengaluru, Karnataka)On-rollPosted 11mo ago

About the role

Seeking a detail-oriented and proactive Quality Analyst to monitor and audit collection calls, ensure compliance, and improve customer experience in a BFSI sector.

Responsibilities

  • Audit outbound collection calls to ensure compliance with company policies and regulatory guidelines
  • Evaluate call quality and provide constructive feedback to collection agents
  • Identify process gaps and recommend actionable solutions to enhance performance
  • Conduct periodic calibration sessions with team leads and stakeholders to ensure alignment in quality standards
  • Prepare detailed reports on quality trends, agent performance, and improvement areas
  • Collaborate with training teams to design refresher modules based on audit findings
  • Ensure adherence to quality metrics and participate in internal reviews and quality checks
  • Support any investigations or escalations with relevant call records and findings

Qualifications

  • Minimum 1-2 years of experience as a Quality Analyst/ Call audit in a collections or customer service process
  • Excellent command over spoken and written English, Hindi, Tamil & Telugu (mandatory)
  • Strong analytical and listening skills
  • Good knowledge of quality monitoring tools and MS Office (Excel, PPT)
  • Familiarity with CRM systems, call recording tools, and QA scorecards
  • Ability to work independently and manage multiple priorities in a fast-paced environment
  • Strong interpersonal skills with a solution-oriented approach

Skills

Required:call auditingRegulatory compliancecommunication skills
Last updated Jan 16, 2026. Interested? Apply on the company site.

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