Call Quality Analyst for Collection Team (Outsourced Call Center)

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 6-month 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 Upper-Intermediate
• Previous experience in a outsourced call center, collection agency, in-house call center department or similar environment

To succeed in this role, you should be someone with

• Attentive to details
• 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, 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: cv@tk-recruitment.com

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#RootCauseAnalysis #TrainingandDevelopment #CallQuality #EfficiencyEnhancement