Debt Collection Quality Assurance Specialist

2 months ago


Saint Leonards, Victoria, Australia InDebted Full time
About InDebted

InDebted is a technology-driven company that provides innovative solutions to support consumers with debt. Our mission is to make debt resolution smoother and more human.

The Role

We are seeking a skilled Quality Analyst to join our team. As a Quality Analyst, you will play a vital role in ensuring that our digital and voice interactions comply with consumer protection laws and meet client requirements.

Key Responsibilities
  • Quality Assurance: Conduct regular evaluations of agent interactions to assess compliance with regulatory requirements, company policies, and client requirements.
  • Compliance Monitoring: Stay up-to-date with debt collection laws and regulations in North America and ensure that all debt collection activities are conducted in adherence to legal and ethical standards.
  • Data Analysis: Analyze call center data to identify trends, patterns, and areas for improvement and generate reports to share insights with the management team.
  • Training and Development: Collaborate with the training department to develop and deliver training modules for agents and provide ongoing coaching and support to help agents improve their skills and performance.
Requirements
  • 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.
What We Offer
  • Adaptive working arrangements, including remote work options.
  • Flexible schedules to balance work and life.
  • Flexible paid leave, including a trust-based leave model.
  • A work-from-anywhere scheme for short-term assignments.
  • Gender-neutral parental leave.

InDebted is an Equal Opportunity Employer. We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are.



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