Quality Assuarance Analyst (Device Financing)

Overview

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