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 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 employees.Proven expertise in process improvement and efficiency enhancement.Spanish (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:Attentive to detailsStrong 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, capable of working independently and proactively solving problemsYour main duties and responsibilities:Analyze and evaluate employees' calls, emails, 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.What we offer:Competitive salary and bonuses: Salary negotiated based on experienceStrong professional environment and professional development support.Opportunity for professional and career growth.Excellent multicultural work environment and moreOpportunity 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 NOW or contact us directly at: ******#J-18808-Ljbffr