Senior Manager - Quality Assurance (Collections) Location-Gurgaon Job Summary - A Senior Manager - Quality Assurance will lead the strategy, design and implementation of Collection Quality Assurance policies, programs, and initiatives. Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and works with training and Call-Centre management to drive improvements in customer and client experience. Coordinate with various departments and teams to ensure delivery of business goals. Job Responsibilities - - Lead new and continuing quality initiatives including expansion of the quality program organizationally - Develop quality standards including the creation and implementation of quality monitoring evaluation methodologies that support improved customer experience efforts across all departments with direct customer interaction - Ensure consistent standards and guidelines are used for all customer contacts - Work in collaboration with the Early-Collection team, Training team and Customer Experience team to identify improvement opportunities - Prepare quality program reports for quality trending and analysis - Perform quality monitoring activities, including regularly screening incoming and outgoing customer calls and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures - Regularly report to the Senior AVP Collection manager on employees performance evaluations specific to observations conducted through quality monitoring and screening activities - Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update QM standards and forms as needed for each supported department Desired Profile - - Qualification - Master's degree in any discipline from premier institute - Experience - 8-12 years of relevant experience Skills - - Strong organisational, analytical, problem solving - Written and verbal communication skills - Prior experience in Late Collections, quality training & Call-Centre management - Structured, systematic approach along with strong analytical skills Who Should Join - - Strong, determinate, meeting agreed deadlines - Flexible and adaptable for changes - Creative to solve problems, pro-active - Open-minded and innovative - Cooperative and supportive - Able to work and perform under pressure - Effective communication skills - written and verbal - Ability to prioritize and delegate tasks

Gurgaon/Gurugram

Home Credit - Senior Manager - Quality Assurance - Collections - IIM/MDI/ISB/FMS 

Home Credit - Senior Manager - Quality Assurance - Collections - IIM/MDI/ISB/FMS  ,Job Description for Home Credit - Senior Manager - Quality Assurance - Collections - IIM/MDI/ISB/FMS  in Home Credit in  Gurgaon/Gurugram for (8-15) years of experience. Apply Now!

Job Description for Home Credit - Senior Manager - Quality Assurance - Collections - IIM/MDI/ISB/FMS  in Home Credit in  Gurgaon/Gurugram for (8-15) years of experience. Apply Now!