Quality Assurance, Reporting & Operations Analyst

Overview

Support collections operations through quality assurance, analytics, reporting, compliance oversight, and operational administration. The role uses data and process improvements to strengthen performance, customer outcomes, and decision-making.

What you'll do

• Monitor collection calls, customer interactions, and issue resolution for quality and compliance.
• Coach agents and provide performance feedback and improvement recommendations.
• Create and automate reports, dashboards, KPI scorecards, forecasts, and executive reporting.
• Analyze performance data to identify trends, risks, opportunities, and process improvements.
• Manage vendor invoicing, agency placements, account submissions, and operational worklists.
• Process payments, transaction reviews, bankruptcy activities, account validations, and UCC filing coordination.
• Support complaint resolution, special projects, workflow optimization, and cross-functional initiatives.

What you'll need

• High School Diploma or GED.
• Experience in quality assurance, reporting, analytics, collections, customer service, or business operations.
• Strong analytical, organizational, and problem-solving skills.
• Advanced Microsoft Excel skills, including Pivot Tables and reporting functions.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Ability to manage multiple priorities with accuracy and attention to detail.

Nice to have

• Bachelor's degree.
• Experience with Power BI and business intelligence tools.

Details

• Location: Thane, India.