Call Quality Analyst for Collection Team (Outsourced Call Center)Call Quality Analyst for Collection Team (Outsourced Call Center)For my client 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 a Debt Reminding department will report directly to the Country Manager and plays 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-month work experience in a Call Centre Environment as an agentMinimum of 1 year of experience in a quality analysis roleAbility to provide constructive feedback and training to employeesProven expertise in process improvement and efficiency enhancementSpanish (native), English - not less than Upper-IntermediatePrevious experience in a outsourced call center, collection agency, in-house call center department or similar environmentTo succeed in this role, you should be someone with:Strong communication and analytical skillsIn-depth knowledge of call center operationsOpenness to change and continuous improvementA commitment to data-driven decision-makingHighly motivated and self-driven, capability to work independently and proactively solve problemsYour main duties and responsibilities:Analyze and evaluate employees' calls, emails, messages, providing constructive feedbackSummarize and track identified errorsExecute coaching process using internal standardsConduct research and analysis to determine the root causes of errors, aiming to reduce them. Propose methods for improving work efficiencyProvide guidance to new employees on the workflow for each relevant taskWork closely with the Supervisor sharing insights and participating in regular meetings to develop and implement effective action plans to improve quality and related metricsCreate documents to assess and enhance employee skillsWhat we offer:Competitive salary and bonuses: Salary negotiated based on experienceStrong professional environment and professional development supportOpportunity for professional and career growthExcellent multicultural work environmentOpportunity to work remotelyIf you are a dedicated and experienced Call Quality Analyst looking to make a significant impact in the FinTech industry, we encourage you to apply.#J-18808-Ljbffr