Quality Assuarance Analyst (Device Financing)

What you will do:

• Conduct routine call audits and document findings, highlighting both strengths and areas requiring improvement.
• Create detailed evaluation reports that include performance metrics, trends, and actionable insights.
• Provide regular performance updates to DC Team leaders and DC Manager on the recurring issues or notable patterns.
• Offer constructive feedback and coaching to agents based on call assessment results to enhance customer interaction and overall performance.
• Collaborate with DC manager and team leaders to identify skill gaps and training needs.
• Support the development of training materials and facilitate sessions aimed at improving agents’ competencies and understanding of debt collection procedures.
• Develop effective performance assessments using appropriate measurement indicators.
• Conduct group training sessions and one-on-one coaching with call center agents.
• Analyze key performance indicators (KPIs) to identify trends, performance gaps, and opportunities for improvement.
• Establish and maintain standards for customer interactions and oversee the implementation of monitoring programs.

What you will need:

• Degree or Diploma in Business, Social Sciences, or a related field.
• Minimum of two years of relevant experience.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good understanding of debt collection processes.
• Ability to deliver constructive feedback clearly and professionally.
• Highly adaptable, detail-oriented, and capable of working independently

With us you will:

Feel Good

• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities