About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
The Quality Analyst (QA) for Debt Collections is responsible for monitoring, evaluating, and improving the quality of collection calls and processes. The QA ensures compliance with regulatory requirements, internal policies, and customer service standards to optimize recovery rates and maintain a professional customer experience.
Location/Hours
Location: Bhayandar, Mumbai
Shift: US business hours and time zones
Job Responsibilities / Expectations
- Monitor and audit collection calls, emails, and other customer interactions to ensure adherence to compliance, policy, and quality standards
- Evaluate agents’ performance against pre-defined quality parameters, including communication skills, debt collection compliance (FDCPA, CFPB, etc.), negotiation techniques, and professionalism
- Provide timely and constructive feedback to collection agents and team leaders to support continuous improvement
- Identify gaps in performance, training needs, or process inefficiencies and suggest actionable improvements
- Collaborate with operations, training, and compliance teams to ensure alignment of quality standards
- Prepare and deliver quality performance reports, dashboards, and insights for management
- Participate in calibration sessions with internal and external stakeholders to ensure scoring consistency
- Ensure documentation of audits is complete, accurate, and in line with company policies
- Stay up to date on changes in debt collection laws, compliance standards, and customer interaction best practices
- Assist in designing QA scorecards, audit checklists, and SOP documentation
- Conduct root cause analysis for recurring quality issues
- Support quality improvement initiatives and process optimization efforts
Minimum Qualifications
- HSC (Higher Secondary Certificate)
- 2+ years of experience in a Quality Analyst or QA role, with collections experience (1st Party or 3rd Party) in an international BPO
- Strong understanding of debt collection quality parameters and compliance requirements
- Knowledge of FDCPA, CFPB, and other relevant U.S. debt collection regulations
- Proficiency in MS Office, particularly Excel for reporting and data analysis
- Excellent listening and analytical skills
- Strong attention to detail and audit accuracy
- Good communication skills for providing constructive feedback
- Ability to work independently and meet audit targets
Desired Qualifications
- Bachelor’s degree
- Experience with debt collections in the U.S. market
- Knowledge of Six Sigma, COPC, or similar quality frameworks
- Advanced Excel skills for data analysis and dashboard creation
- Experience with quality management systems or audit tools
- Familiarity with call recording and monitoring software
- Understanding of contact center metrics and KPIs
- Certification in quality assurance or compliance
- Experience conducting calibration sessions
- Strong presentation skills for delivering quality insights to stakeholders
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.