Debt Recovery Quality Assurance Specialist
hace 2 semanas
About Tk Recruitment
">We are seeking a highly skilled Call Quality Analyst to join our team in a rapidly growing FinTech company dedicated to revolutionizing financial services. Our client is committed to maintaining ethical debt collection practices while maximizing the recovery of outstanding debts.
The Role: As a Debt Recovery Quality Assurance Specialist, you will play a critical role in ensuring legal compliance and improving the performance of debt collection efforts. Your primary responsibilities will include analysing and evaluating employees' calls, providing constructive feedback, tracking errors, and continuously improving operational efficiency.
Key Responsibilities:
- Analyse and evaluate employees' calls, emails, and messages, providing constructive feedback.
- Summarize and track identified errors.
- Execute coaching process using internal standards.
- Conduct research and analysis to determine the root causes of errors, aiming to reduce them.
- Propose methods for improving work efficiency.
- Provide guidance to new employees on the workflow for each relevant task.
- 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.
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.
Benefits:
- Competitive salary ($60,000 per annum)
- Strong professional environment and professional development support.
- Opportunity for professional and career growth.
- Excellent multicultural work environment.
Contact Us: 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. Our team is looking forward to hearing from you.
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