Customer Experience Quality Analyst

2 weeks ago

Saint Leonards, Victoria, Australia InDebted Full time
About UsInDebted is changing the world of consumer debt collection for good. We've disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.
We're fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we've since expanded into the United States, United Kingdom, Canada, and New Zealand. We've doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.
Summary of RoleThe Customer Experience Voice 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 human 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 with a heavy focus on proper negotiation handling from agents.
  • 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 within United States guidelines.
Our Benefits
Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:Flexible working - We're a global, fully remote team passionate about making work, work for youEmployee equity - Access to share options in something bigFlexible paid leave - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it forUprise - Our EAP Provider supports your physical, social & psychological wellbeingRemote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you

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