Call quality analyst for collection team (outsourced call center)
call quality analyst
for collection team (outsourced call center)
for my client, a rapidly growing
fintech
company dedicated to revolutionizing financial services, we are seeking a highly skilled
call quality analyst
with experience in
outsourced call center environments
.
the role:
the
call quality analyst
in the debt reminding department will report directly to the country manager and plays a critical role in ensuring legal compliance and improving the performance of debt collection efforts.
their efforts contribute to maintaining ethical debt collection practices while maximizing the recovery of outstanding debts by
analyzing and evaluating employees' calls
,
providing constructive feedback, tracking errors
, and
continuously improving operational efficiency
.
to succeed in this role, we expect you to have:
minimum 6 months of work experience in a
call centre environment
as an agent
minimum of 1 year of experience in a
quality analysis role
ability to provide constructive feedback and training to employees
proven expertise in process improvement and efficiency enhancement
spanish (native), english - at least upper-intermediate level
previous experience in an
outsourced call
center, collection agency, in-house call center, or similar environment
to succeed in this role, you should be someone with:
strong communication and analytical skills
in-depth knowledge of call center operations
openness to change and continuous improvement
a commitment to data-driven decision-making
highly motivated and self-driven, capable of working independently and proactively solving problems
your main duties and responsibilities:
analyze and evaluate employees' calls, emails, messages, providing constructive feedback
summarize and track identified errors
execute coaching processes using internal standards
conduct research and analysis to determine root causes of errors, aiming to reduce them, and propose methods for improving work efficiency
provide guidance to new employees on workflow for relevant tasks
work closely with the supervisor, sharing insights and participating in regular meetings to develop and implement effective action plans to improve quality and related metrics
create documents to assess and enhance employee skills
what we offer:
competitive salary and bonuses (negotiated based on experience)
strong professional environment and development support
opportunity for professional and career growth
excellent multicultural work environment and more
opportunity to work remotely
if you are a dedicated and experienced
call quality analyst
looking to make a significant impact in the fintech industry, we encourage you to apply.
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