Customer Experience Quality Analyst

Summary

Join InDebted as a Customer Experience Quality Analyst and play a key role in ensuring high-quality customer interactions. You will assess agent engagement in payment collection, compliance, and operational processes, driving performance improvements. This role requires strong collections experience, attention to detail, and excellent communication skills. You will conduct quality assurance checks, identify risk areas, develop KPIs, and collaborate with various teams to implement process improvements. InDebted offers a remote-first work environment with flexible schedules, flexible paid leave, a remote work setup budget, a work-from-anywhere scheme, and gender-neutral parental leave.

Requirements

• Extensive experience in collections, with a focus on evaluating agent engagement in customer payment processes
• Experience working with quality scorecards
• Strong analytical skills and attention to detail
• Excellent communication skills, with the ability to influence others and drive performance improvements
• Solid understanding of risk management strategies and regulatory compliance

Responsibilities

• Conduct regular quality assurance checks on customer interactions
• Identify areas of risk in customer interactions and propose strategies to address them
• Develop, manage, and report on key performance indicators related to customer interaction quality, providing actionable insights
• Identify coaching opportunities to improve agent performance in payment collection scenarios
• Collaborate with customer experience, training, and leadership teams to design and implement process improvements
• Foster a culture of continuous improvement
• Administer relevant QA tools used to monitor and ensure the quality of interactions 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