Collections Quality & Process Improvement Lead

Addi; Bogotá ciudad; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity in company

Competitive compensation

Growth opportunities

Descripción de la vacante

Addi in Bogotá is seeking a Quality & Operations professional for the Collections team to drive compliance, improve recovery outcomes, and optimize agent performance through data-driven insights.

You will design quality frameworks, provide feedback, and collaborate with Training, Tech, and Operations to raise KPIs like Successful Contact Rate and FCR, empowering customers and lenders alike.

Formación

• 3+ years in quality, operations, or process analysis in a contact center, collections, or financial sector.
• Strong data-driven analysis and root-cause capabilities to guide improvements.
• Ability to distill complex findings into clear actions for teams and stakeholders.

Responsabilidades

• Implement a quality audit system for customer interactions (calls, chats) and case handling.
• Design and deliver constructive, personalized feedback for collections agents to raise quality metrics.
• Collaborate with Training to improve KPIs like Successful Contact Rate and Cost per Collection by at least 10%.
• Analyze performance data to identify and lead process improvements (automation, scripts).
• Maintain and update the internal knowledge base for products, policies, and scripts to improve First Contact Resolution.
• Generate reports on agent performance, quality findings, and improvement opportunities.

Conocimientos

Quality & Operations

Data Analysis

Root Cause Analysis

QA Metrics

Communication

Collaboration

Herramientas

SQL

Excel

Power BI

Descripción del empleo

Addi in Bogotá is seeking a Quality & Operations professional for the Collections team to drive compliance, improve recovery outcomes, and optimize agent performance through data-driven insights.

You will design quality frameworks, provide feedback, and collaborate with Training, Tech, and Operations to raise KPIs like Successful Contact Rate and FCR, empowering customers and lenders alike.