Collection Team Quality Assurance Specialist

hace 1 mes


Ciudad de México, Ciudad de México TK Recruitment A tiempo completo

Job Title: Call Quality Analyst for Collection Team

About the Role:

We are seeking a highly skilled Call Quality Analyst with experience in outsourced call center environments to join our team at TK Recruitment. As a Call Quality Analyst, you will play a critical role in ensuring legal compliance and improving the performance of debt collection efforts.

Key Responsibilities:

  • Analyse and evaluate employees' calls, emails, and messages to identify areas for improvement.
  • Summarize and track identified errors to ensure continuous quality improvement.
  • Execute coaching processes using internal standards to enhance employee skills.
  • Conduct research and analysis to determine the root causes of errors and propose methods for improving work efficiency.
  • Provide guidance to new employees on the workflow for each relevant task.
  • Work closely with the Supervisor to develop and implement effective action plans to improve quality and related metrics.

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) and English (Upper-Intermediate) language proficiency.

What We Offer:

  • Competitive salary and bonuses.
  • Strong professional environment and professional development support.
  • Opportunity for professional and career growth.
  • Excellent multicultural work environment.


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