Quality Analyst- collections

Company Description Credgenics is a leading provider of AI-powered loan collections and debt resolution solutions for Banks, NBFCs, MFIs, ARCs, and Digital Lending firms globally. The award-winning SaaS-based platform offers end-to-end collections management encompassing digital communication, AI-driven predictive models, field collections, digital payments, and litigation management. Credgenics enhances resolution rates, improves efficiency, boosts collections, and elevates customer experience while reducing non-performing loans. The platform also features a comprehensive Online Dispute Resolution framework for financial disputes and CredInsure for customer engagement in the insurance sector. Key Responsibilities: • Monitor and evaluate call recordings (human agents & bot interactions) • Ensure adherence to compliance, regulatory, and internal quality standards • Identify gaps in communication, tone, and recovery effectiveness • Provide structured feedback and coaching inputs to improve performance • Recommend script enhancements to improve recovery rates • Track quality metrics and share regular reports Preferred Profile: • Experience in collections / lending / fintech QA • Strong understanding of call audits and compliance requirements • Ability to analyze conversations and suggest actionable improvements • Good communication and reporting skills • Min 2 years for prior experiance as collection QA