Call Quality yst For Collection Team

Call Quality Analyst for Collection Team (Outsourced Call Center)

For my client rapidly growing FinTech dedicated to revolutionizing financial services we are seeking a highly skilled Call Quality Analyst with experience in outsourced call center environments.

The Role:

Call Quality Analyst in a Debt Reminding department will be directly reporter to Country Manager and plays a critical role in ensuring legal compliance and improving the performance of debt collection efforts.

His/her efforts contribute to maintaining ethical debt collection practices while maximizing the recovery of outstanding debts by analysing and evaluating employees calls providing constructive feedback tracking errors and continuously improving our operational efficiency.

To succeed in this role we expect you to have:

• Minimum 6month 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 not less then UpperIntermediate
• Previous experience in a outsourced call center collection agency inhouse call center department or similar environment

To succeed in this role you should be someone with

• Attentive to details
• Strong communication and analytical skills
• Indepth knowledge of call center operations
• Openness to change and continuous improvement
• A commitment to datadriven decisionmaking
• Highly motivated and selfdriven capability to work independently and proactively solve problems

Your main duties and responsibilities:

1. Analyse and evaluate employees calls emails messages providing constructive feedback.
2. Summarize and track identified errors.
3. Execute coaching process using internal standards
4. Conduct research and analysis to determine the root causes of errors aiming to reduce them. Propose methods for improving work efficiency.
5. Provide guidance to new employees on the workflow for each relevant task.
6. 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.
7. Create documents to assess and enhance employee skills.

What we offer:

• Competitive salary and bonuses: Salary negotiated based as experience

• Strong professional environment and professional 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 NOW or contact us directly at: