​Collections Quality Analyst – OTC (International Voice)

Gurgaon | 100% Work From Office | 24x7 Rotational Shifts (incl. nights) | 1–3 Years Experience | ₹6–7 LPA 

About the Role

Shape quality, not just score it. As a Collections Quality Analyst in our Order-to-Cash (OTC) international voice process, you’ll be the guardian of excellence—evaluating every customer interaction, identifying trends, and coaching teams to deliver better outcomes. You’ll dive into B2B collections calls, ensuring that agents not only follow compliance but also preserve client relationships while recovering payments. Your analytical eye, command over quality tools, and ability to present insights will directly boost our collection performance and customer experience. This is a fully office-based role in Gurgaon, working 24x7 shifts (including nights), where your work will be seen, heard, and valued from day one.

What You’ll Do

• Own Quality Assessments: Audit international voice transactions—monitoring calls and reviewing case documentation—against predefined quality parameters such as compliance, accuracy, soft skills, and resolution.
• Drive OTC Excellence: Apply a solid understanding of the end-to-end Order-to-Cash lifecycle and B2B business dynamics to assess whether collections interactions align with client goals and process standards.
• Analyze & Improve: Use seven basic quality tools—histograms, Pareto (80/20) analysis, fishbone diagrams—to identify root causes of errors, recurring issues, and areas of improvement in call quality and transaction handling.
• Coach & Present: Deliver clear, constructive feedback to agents and team leaders. Create simple, impactful presentations and reports to share quality trends, error patterns, and improvement recommendations with operations and leadership.
• Maintain Audit Readiness: Ensure all evaluations are documented accurately and in a timely manner, adhering to internal and client compliance requirements. Contribute to calibration sessions with clients and internal QA teams.
• Excel & Reporting: Track and analyze quality data using moderate Excel skills—create scorecards, dashboards, and trending reports that drive transparency and decision-making.
• Collaborate: Work closely with training and operations teams to design refresher sessions, reinforce best practices, and reduce defect rates.

What You’ll Bring

• Experience: 1–3 years in a quality analyst role, with hands-on experience auditing international voice processes—preferably within collections, OTC, or B2B customer service.
• OTC & B2B Savvy: Good understanding of the Order-to-Cash lifecycle, billing and collections processes, and the nuances of B2B client interactions.
• Communication & Presentation: Excellent verbal and written English skills—you can articulate feedback diplomatically, lead calibration discussions, and create clear, visually appealing reports.
• Analytical Toolkit: Working knowledge of the 7 quality tools (histograms, Pareto analysis, fishbone, etc.) and how to apply them to call quality and transaction quality data. Moderate Excel proficiency for data compilation and trend analysis.
• Mindset: Detail-oriented, objective, and resilient. You thrive in a target-driven, 24x7 work environment and can manage shifting priorities while maintaining impartiality.
• Flexibility: Fully comfortable working 100% from the office, including night shifts, weekends, and public holidays as the business demands.

Eligibility & Requirements

• Band: BPO 1/2, based on experience and interview performance.
• PAN and Date of Birth are required for profile creation upon selection.
• Candidates must be available to work from our Gurgaon facility in a 24x7 shift environment, with no exceptions.

Why Join Us
You’ll be part of a leading global organization renowned for its people-first culture, learning ecosystem, and commitment to quality. As a Collections Quality Analyst, you’ll gain deep domain expertise in OTC and B2B operations, exposure to advanced quality frameworks, and the chance to influence real business outcomes. Your recommendations won’t sit on a shelf—they’ll directly improve cash flow, customer satisfaction, and agent performance. We offer a competitive salary (₹6–7 LPA), a supportive team environment, and a clear growth path into senior quality, training, or operational leadership roles.

How to Apply
Ready to bring your quality mindset to a high-impact OTC voice process?  Please ensure you have your PAN and date of birth details ready for the profile creation step. We’re excited to meet a quality champion who sees beyond the scorecard—apply today.

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