Quality Analyst - Collection

About Us: 

DPDzero is a fintech startup dedicated to extending formal credit access to the next billion individuals in India. Our platform leverages machine learning and a customer-first approach to transform the lending industry. By prioritising compliance, data-driven decision-making, and a culture of experimentation, we aim to maximise value for lenders while delivering an unparalleled customer experience. We are on a mission to revolutionise the financial landscape and empower individuals with greater financial opportunities 

Our Approach:

We partner with our lenders by taking charge of their collections portfolio, allowing them to focus on customer acquisition while we ensure efficient recovery from their customers. Our technology-driven platform leverages machine learning algorithms to optimise collections strategies and drive maximum recovery rates.

Responsibilities

• Perform unbiased Quality audits and analyse results to determine process improvement opportunities.
• Should be able to handle 1:40 ratio of callers.
• Analyse current tele-collections processes and identify gaps or defects to improve overall effectiveness and take-up the inputs with all stakeholders.
• Define/recommend process improvements to meet current and future collections targets/standards.
• Quality analyst will ensure that callers aligned to current processes and procedures (e.g., review recorded agent conversations wrto SOP, identify/communicate opportunities for improvement)
• Work directly with agents/leads to improve overall performance by taking various initiatives like Dipchecks, call listening sessions, BQM, regular/structured feedbacks, daily briefings, TNI etc.
• Review/monitor results of appeals work and escalate as necessary. Also, should come-up with the structured action plan. (e.g., rebuttals)
• Demonstrate understanding of applicable tele-collections Quality requirements/ guidelines (e.g., escalation procedures)
• Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
• Define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)
• Being part of calibrations, call listening sessions etc

Desired Candidate Profile

• Candidate must be graduate in any field
• With at least 1.5-4 years experience as a tele-collections Quality Analyst in a BPO set up
• Strong verbal and written communication skills
• Background in Banks/NBFC/FinTech is a plus
• Strong attention to detail and desire to follow procedure
• Proficient @ MS Office & G-suite applications
• Should be proficient & spontaneous in English and Kannada/Telugu/Tamil/ Hindi(fluent in any 2 regional languages is must)
• Should be passionate for growth
• Should be open to work six days in a week
• Should be open to work from office