lavori in località Guadalajara (Messico)

Call Quality Analyst for Collection Team (Outsourced Call Center)

For my client, a 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:

The Call Quality Analyst in the Debt Reminding department will report directly to the Country Manager and play 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 analyzing 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 months of 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

To succeed in this role, you should be someone with:

• 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, capable of working independently and proactively solving problems

Your main duties and responsibilities:

• Analyze and evaluate employees' calls, emails, and messages, providing constructive feedback
• Summarize and track identified errors
• Execute coaching processes 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

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 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.