Call Quality Specialist for Debt Collection Team

hace 3 semanas


Ciudad de México, Ciudad de México TK Recruitment A tiempo completo
Job Title: Call Quality Analyst for Collection Team

We are seeking a highly skilled Call Quality Analyst to join our team in a rapidly growing FinTech company dedicated to revolutionizing financial services.

About the Role:

The Call Quality Analyst will play a critical role in ensuring legal compliance and improving the performance of debt collection efforts. The successful candidate will analyze and evaluate employees' calls, provide constructive feedback, track errors, and continuously improve operational efficiency.

Key Responsibilities:
  1. Analyze and evaluate employees' calls, emails, and 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.
  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.
Requirements:
  • 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 than Upper-Intermediate.
  • Previous experience in a outsourced call center, collection agency, in-house call center department, or similar environment.
What We Offer:
  • Competitive salary and bonuses: Salary negotiated based on experience.
  • Strong professional environment and professional development support.
  • Opportunity for professional and career growth.
  • Excellent multicultural work environment.
  • Opportunity to work remotely.


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