Collections Quality & Process Improvement Analyst

Cacheflow; Bogotá ciudad; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity ownership

Competitive compensation

Ownership mindset

Descripción de la vacante

Addi Colombia is seeking a Quality & Operations Specialist for the Collections team. You will build and maintain a best-in-class quality framework, drive continuous process improvements, and raise recovery efficiency through data-driven insights.

In this role you will audit customer interactions, provide structured feedback, collaborate with Training, and deliver actionable reports that help reduce cost per collection while improving First Contact Resolution and key KPIs.

Formación

• Minimum 3 years in quality, operations, or process analysis, preferably in a contact center, collections, or financial sector.
• Master complex domains such as credit lifecycle and collections regulations to audit decisions and workflows.
• Proven track record of improving processes based on audit findings to mitigate risk and enhance efficiency.

Responsabilidades

• Implement a quality audit system for customer interactions (calls, chats) and case handling, ensuring 100% compliance with standards.
• Design and implement a program for constructive, individualized agent feedback, driving improvements in quality metrics.
• Collaborate with Training to boost KPIs such as Successful Contact Rate and Cost per Collection by at least 10%.
• Analyze performance data to lead process improvements (automation, scripts) for greater efficiency and quality.
• Maintain and update the knowledge base to improve First Contact Resolution with accurate product policy and scripts.
• Generate reports on agent performance and quality findings with actionable insights for leadership.

Herramientas

SQL

Power BI

Excel

Descripción del empleo

Addi Colombia is seeking a Quality & Operations Specialist for the Collections team. You will build and maintain a best-in-class quality framework, drive continuous process improvements, and raise recovery efficiency through data-driven insights.

In this role you will audit customer interactions, provide structured feedback, collaborate with Training, and deliver actionable reports that help reduce cost per collection while improving First Contact Resolution and key KPIs.