Customer Experience Quality Analyst

About Us

Committed to making a difference, InDebted was founded to change the world of consumer debt recovery for good. We're disrupting a broken industry and creating a better way for businesses to recover debt - where the customer comes first.

We’re a global, digital first and customer-obsessed team of over 270 people, living and working across 11 different countries.

And we’ve also recently been named the AFR BOSS Best Place to Work! By focusing on the happiness and wellbeing of our people, we’ve created a truly flexible, purpose driven and engaging workplace. We’re all here with one shared vision - to remove barriers to financial freedom for all people.

About the Role

Our Customer function is inherently customer obsessed and is accountable for providing a remarkable customer experience that is critical to the growth of the business. As part of this team, Training and Quality ensure that all new hires have the knowledge and process management skills they need to deliver to our value of being inherently customer obsessed, by delivering end to end training from onboarding, cross-skilling and capability development.

Summary of Role

The Customer Experience Quality Analyst will serve as an integral part of the InDebted team, acting as our frontline defence against risks while ensuring the consistent delivery of superior customer experience. This individual will be responsible for conducting detailed quality assessments of both human and automated customer interactions, identifying potential issues, and driving process improvements. The successful candidate will be extraordinarily detail-oriented, with the ability to effectively communicate and implement their findings to enhance coaching opportunities and enhance overall performance.

Duties and Responsibilities

• Conduct regular, detailed quality assurance checks on all customer interactions, including those conducted by our team members and automated systems.
• 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, providing consistent, data-driven insights.
• Identify opportunities for coaching and professional development within the team based on quality assurance findings.
• Work closely with the customer experience, training and Customer systems leadership to design and implement process improvements.
• Facilitate a culture of continuous improvement, fostering a high-performance environment that prioritises the customer experience.
• Own the administration of relevant QA tools used to support quality at InDebted

Experience and Skills

• Experience working with quality  scorecards
• Experience in a collections environment will be highly advantageous
• Exceptional attention to detail and a strong analytical mindset.
• Excellent interpersonal and communication skills, with the ability to influence others and drive change.
• Solid understanding of risk management strategies and regulatory compliance.