Remote Quality Analyst

Summary

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

Requirements

• Previous experience in a quality assurance or debt collection role is highly desirable
• Ability to Work Remotely: Demonstrate the capability to work effectively in a remote setting and Ensure a dedicated and professional workspace conducive to productivity
• Strong knowledge of debt collection regulations in North America
• Excellent analytical, communication, and problem-solving skills
• Detail-oriented and capable of maintaining accurate records
• Proficiency in using call centre quality assurance tools and software
• Strong organisational and multitasking abilities
• Ability to work independently and as part of a team

Responsibilities

• Conduct regular evaluations of agent interactions, both voice and digital debt collection calls to assess compliance with regulatory requirements, company policies. And client requirements
• Identify areas for improvement and provide constructive feedback to agents
• Monitor and document call quality metrics and maintain detailed records of evaluations
• Stay up-to-date with debt collection laws and regulations in North America
• Ensure that all debt collection activities are conducted in adherence to legal and ethical standards
• Report any compliance issues to the management team and recommend corrective actions
• Collaborate with the training department to develop and deliver training modules for agents
• Provide ongoing coaching and support to help agents improve their skills and performance
• Analyze call center data to identify trends, patterns, and areas for improvement
• Generate reports and share insights with the management team to inform decision-making
• Collaborate with the customer service team to maintain high-quality customer interactions
• Implement strategies to enhance customer satisfaction while collecting debts ethically
• Manage customer disputes related to debt collection by investigating and resolving issues efficiently and professionally
• Collaborate with agents to handle escalated cases and ensure customer concerns are addressed in line with company policies and regulatory requirements
• Maintain thorough documentation of dispute resolutions and ensure all parties are informed of outcomes

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