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Senior Customer Interaction Quality Analyst

1 month ago

Saint Leonards, Victoria, Australia InDebted Full time
About InDebted

InDebted is a leading provider of innovative solutions to support consumers in debt, combining technology and human touch to deliver personalized experiences.

Our Vision

We aim to revolutionize the debt resolution process by making it smoother and more human. To achieve this, we need exceptional professionals who share our vision and are passionate about delivering outstanding customer interactions.

Role Overview

The Senior Customer Interaction Quality Analyst plays a critical role in ensuring that our customer service agents consistently deliver high-quality interactions. This position focuses on assessing agent performance, identifying areas for improvement, and implementing strategies to drive excellence in customer engagement.

Key Responsibilities
  • Conduct thorough quality assurance checks on customer interactions in English and Spanish, providing actionable insights to enhance agent performance.
  • Identify and mitigate potential risks in customer interactions, fostering a culture of continuous improvement.
  • Develop and manage key performance indicators (KPIs) related to customer interaction quality, offering data-driven recommendations to optimize results.
  • Collaborate with cross-functional teams to design and implement process improvements, ensuring seamless integration with existing workflows.
  • Administer relevant QA tools to support quality initiatives at InDebted, driving efficiency and effectiveness in customer service operations.
Requirements
  • Familiarity with quality scorecards and experience working in collections environments is highly advantageous.
  • Excellent analytical and communication skills, with the ability to influence others and drive positive change.
  • Solid understanding of risk management strategies and regulatory compliance, with a focus on delivering exceptional customer outcomes.
  • Fluency in English and Spanish is essential for success in this role.
Compensation and Benefits

Based on industry standards and location, the estimated annual salary for this position is $80,000 - $110,000, depending on qualifications and experience. Additionally, InDebted offers a range of benefits, including adaptive working arrangements, flexible schedules, and remote work options. We also provide a generous budget for professional development and training opportunities.

Diversity, Equity, and Inclusion

InDebted is committed to fostering a diverse, equitable, and inclusive work environment. We celebrate individual differences and promote a culture of respect, empathy, and open communication. Our goal is to attract and retain talented professionals from diverse backgrounds, ensuring that our team reflects the communities we serve.