Customer Experience Quality Analyst

Summary

Join our team as we continue to make the experience of debt resolution smoother, and more human.

Requirements

• Fluency in English and Spanish is essential
• Experience working with quality scorecards
• Experience in a collections environment will be highly advantageous
• Strong attention to detail and analytical skills
• Excellent communication skills, with the ability to influence others and drive positive change
• Solid understanding of risk management strategies and regulatory compliance

Responsibilities

• Conduct regular, detailed quality assurance checks on customer interactions in both English and Spanish
• Identify areas of risk in customer interactions and implement proactive strategies to mitigate them
• Develop, manage, and report on key performance indicators related to customer interaction quality, offering data-driven insights
• Identify coaching and professional development opportunities based on quality assurance findings
• Work closely with the customer experience, training, and leadership teams to design and implement process improvements
• Facilitate a culture of continuous improvement, fostering a high-performance environment that prioritizes customer experience
• Administer relevant QA tools used to support quality at InDebted

Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
• Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
• Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
• Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
• Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
• Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave