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 213 people, living and working across 5 key 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: We are seeking a diligent and experienced Quality Analyst to join our Team . This role focuses on evaluating digital and voice interactions to ensure compliance with consumer protection laws and meet client requirements. The Quality Analyst will play a vital role in maintaining ethical practices and high-quality service delivery.

Duties and Responsibilities:

• 1.  Quality Assurance:
• 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.
• 2.  Compliance Monitoring:
• 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.
• 3.  Training and Development:
• 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.
• 4.  Data Analysis:
• 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.

Experience and Skills:

• Must Have:
• Ability to Work Remote: Demonstrate the capability to work effectively in a remote setting and Ensure a dedicated and professional workspace conducive to productivity.
• Previous experience in a quality assurance or debt collection role is highly desirable
• 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.