Sr Quality Evaluator Collections

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. The Sr Quality Evaluator Collections is responsible for day-to-day functional direction of agents, monitoring student progress, providing coaching, and ensuring adherence to quality norms. Key responsibilities include evaluating transactions, identifying improvement opportunities, client coordination, performance management, and generating quality reports. The role requires strong analytical, communication, and people management skills, with domain-specific knowledge in collections.

Must Have

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities
• Accountable for achieving individual training performance metrics
• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
• Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement
• Partner with Operations and streamline / enhance metrics
• Reduce the learning curve and help enhance the product/process knowledge of new team members
• Client Coordination - Handling Client Escalations, calibration calls, reports etc.
• Communicate to heighten awareness and focus on importance of improving the overall customer experience
• Performance management & Bottom Quartile Improvement
• Conduct calibration with the internal & external customers
• Prepare TNI & conduct refreshers on top themes
• Generate quality reports, update records for MIS
• Generating huddle packs & Conduct Refreshers basis the Themes & Trends Identified
• Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement
• Support the Company's pursuit of high-quality service to internal and external customers and enhance overall customer experience
• Ensure that internal policies, procedures and compliance regulations are being followed
• Identify operational / training issues and help team members in fixing these gaps
• Good analytical, logical reasoning & numerical ability
• Strong Process/Product Knowledge
• Training, Coaching & Mentoring skills
• Eye For Detail - Ability to identify/dissolve potential failure modes
• Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
• Excellent Data Interpretation/Presentation Skills
• Good Written and Verbal Communication Skills
• Customer Orientation & customer first belief
• Good People management skills
• Process orientation & structured thinking
• Basic knowledge of Quality Tools
• Proficient in MS Excel and PowerPoint
• Good understanding of auditing missed or late payment support
• Good understanding of requests for repayment arrangements or breathing space
• Good understanding of early signs of financial difficulty
• Good understanding of income and expenditure discussions
• Good understanding of customer disclosures of financial hardship or vulnerability
• Good understanding of queries about payment options or credit file impact
• Graduation

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key responsibilities:

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities
• Accountable for achieving individual training performance metrics
• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
• Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
• Partner with Operations and streamline / enhance metrics
• Reduce the learning curve and help enhance the product/process knowledge of new team members
• Client Coordination - Handling Client Escalations, calibration calls, reports etc.
• Communicate to heighten awareness and focus on importance of improving the overall customer experience
• Performance management & Bottom Quartile Improvement
• Conduct calibration with the internal & external customers
• Prepare TNI & conduct refreshers on top themes
• Generate quality reports, update records for MIS
• Generating huddle packs & Conduct Refreshers basis the Themes & Trends Identified
• Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement
• Support the Company's pursuit of high-quality service to internal and external customers and enhance overall customer experience
• Ensure that internal policies, procedures and compliance regulations are being followed
• Identify operational / training issues and help team members in fixing these gaps.

Key Skills and knowledge:

• Good analytical, logical reasoning & numerical ability
• Strong Process/Product Knowledge
• Training, Coaching & Mentoring skills
• Eye For Detail - Ability to identify/dissolve potential failure modes
• Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
• Excellent Data Interpretation/Presentation Skills
• Good Written and Verbal Communication Skills
• Customer Orientation & customer first belief
• Good People management skills
• Process orientation & structured thinking
• Basic knowledge of Quality Tools
• Proficient in MS Excel and PowerPoint.

Domain-specific Knowledge and Skills: Collections

• Candidate should have good understanding of how the following situations are to be audited and nuances to look out for with these situations:
• Missed or late payment support
• Requests for repayment arrangements or breathing space
• Early signs of financial difficulty
• Income and expenditure discussions
• Customer disclosures of financial hardship or vulnerability
• Queries about payment options or credit file impact

Qualification: Graduation.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.