Job Description

Looking for candidates who understand dialler and hold experience in collections unsecured. Kannada language proficiency is a must. The candidate would be managing quality and training for west and south and might have to take 1-2 visits a month to Mumbai. Please align on the willingness to travel/ move to quality & training role beforehand itself.
Key Responsibilities:
Regularly audit inbound and outbound collections calls to assess adherence to company policies.
Utilize customized scorecards to provide constructive feedback and identify areas for agent improvement.
Ensure all collections activities comply with legal standards and internal policies.
Develop and deliver training modules for agents.
Manage escalations/ Customer complaints related to collections
Provide ongoing coaching and support to help agents improve their skills and performance.
Analyze call center data, generate reports & share insights to enhance overall performance.
Manage customer escalations related to debt collection by investigating and resolving issues efficiently and professionally.
Should be ready to take ownership of the performance of the team.
Experience:
Minimum of 2 years of experience in driving collections and quality assurance, preferably within the unsecured lending or NBFC.
Skills Required:
Should be able to speak and understand minimum 2 South Indian languages
Should be ready to travel across cities/ states for work
Strong analytical and problem-solving abilities.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

Skills Required