Call Quality Analyst for Collection Team (Outsourced Call Center)

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

Descripción de la vacante

Una empresa de fintech en crecimiento busca un Analista de Calidad de Llamadas para su equipo de cobranza. Este papel es fundamental para asegurar la conformidad legal y mejorar el rendimiento en la recuperación de deudas a través del análisis de llamadas y feedback efectivo. Se ofrece un entorno profesional multicultural y oportunidades de desarrollo, además de un sueldo competitivo.

Servicios

Salario competitivo y bonificaciones

Entorno profesional sólido y apoyo al desarrollo

Oportunidades de crecimiento profesional

Excelente ambiente de trabajo multicultural

Oportunidad de trabajar de forma remota

Formación

• Experiencia mínima de 6 meses en un entorno de call center.
• Experiencia mínima de 1 año en un rol de análisis de calidad.
• Conocimientos profundos de las operaciones de un call center.

Responsabilidades

• Analizar y evaluar las llamadas, correos y mensajes de los empleados.
• Resume y rastrear errores identificados.
• Ejecutar procesos de coaching utilizando estándares internos.

Conocimientos

Comunicación

Análisis

Mejora de procesos

Capacidad para dar retroalimentación

Descripción del empleo

Call Quality Analyst for Collection Team (Outsourced Call Center)

Call Quality Analyst for Collection Team (Outsourced Call Center)

For my client, a rapidly growing FinTech company 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 the 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.

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 operational efficiency.

To succeed in this role, we expect you to have:

• Minimum 6 months of 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 - at least Upper-Intermediate level
• Previous experience in an outsourced call center, collection agency, in-house call center, 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, capable of working independently and proactively solving problems

Your main duties and responsibilities:

• Analyze and evaluate employees' calls, emails, messages, providing constructive feedback
• Summarize and track identified errors
• Execute coaching processes using internal standards
• Conduct research and analysis to determine root causes of errors, aiming to reduce them, and propose methods for improving work efficiency
• Provide guidance to new employees on workflow for relevant tasks
• 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 (negotiated based on experience)
• Strong professional environment and 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 apply.

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