Call Quality Analyst for Collection Team (Outsourced Call Center)

TK Recruitment; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A recruiting agency is seeking a skilled Call Quality Analyst for the debt collection department in Mexico City. The role involves analyzing employee calls, providing feedback, and ensuring compliance with ethical practices. Candidates should have experience in call center environments and quality analysis, along with strong communication skills. A competitive salary, professional development support, and remote work options are offered.

Servicios

Competitive salary and bonuses

Strong professional environment

Opportunity for professional growth

Multicultural work environment

Remote work opportunity

Formación

• Minimum 6-month work experience in a Call Centre Environment as an agent.
• Minimum of 1 year of experience in a quality analysis role.
• Spanish (native), English - not less than Upper-Intermediate.

Responsabilidades

• Analyze and evaluate employees' calls, emails, messages, providing constructive feedback.
• Summarize and track identified errors.
• Work closely with the Supervisor sharing insights and participating in regular meetings.

Conocimientos

Strong communication skills

Analytical skills

Process improvement expertise

Attention to detail

Descripción del empleo

Overview

Call Quality Analyst for Collection Team (Outsourced Call Center) – FinTech

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:

Call Quality Analyst in a Debt Reminding department will be directly reported to the Country Manager and plays a critical role in ensuring legal compliance, and improving the performance of debt collection efforts.

Their 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 agent
• Minimum of 1 year of experience in a quality analysis role
• Ability to provide constructive feedback and training to employees.
• Proven expertise in process improvement and efficiency enhancement.
• Spanish (native), English - not less than Upper-Intermediate
• Previous experience in a outsourced call center, collection agency, in-house call center department or similar environment

To succeed in this role, you should be someone with

• Strong communication and analytical skills
• In-depth knowledge of call center operations
• Openness to change and continuous improvement
• A commitment to data-driven decision-making
• Highly motivated and self-driven, capability to work independently and proactively solve problems

Your main duties and responsibilities:

• Analyse 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 as experience
• Strong professional environment and professional development support.
• Opportunity for professional and career growth.
• Excellent multicultural work environment and more
• Opportunity to work remotely

If you are a dedicated and experienced Call Quality Analyst looking to make a significant impact in the FinTech industry, we encourage you to

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