Customer Experience Quality Assurance Specialist

2 weeks ago

Saint Leonards, Victoria, Australia InDebted Full time
About InDebted

InDebted is a pioneering organization that provides innovative solutions to support consumers in managing debt. Leveraging technology and a human touch, our approach combines machine learning and AI to personalize the collections journey and champion positive customer experiences, driving meaningful change in the world of consumer debt.

Role Overview

The Customer Experience Quality Assurance Analyst will play a pivotal role in ensuring high-quality customer interactions. This individual will focus on evaluating whether agents effectively engage with customers in payment collection, compliance, and operational processes, driving enhancements in agent performance. The ideal candidate will possess strong experience in collections, be detail-oriented, and have the ability to communicate findings to improve both agent coaching and customer outcomes.

Key Responsibilities
  • Conduct regular, detailed quality assurance checks on customer interactions in both English and Spanish.
  • 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, offering data-driven insights.
  • Identify coaching and professional development opportunities based on quality assurance findings.
  • Collaborate closely with the customer experience, training, and leadership teams to design and implement process improvements.
  • Facilitate a culture of continuous improvement, fostering a high-performance environment that prioritizes customer experience.
  • Administer relevant QA tools used to support quality at InDebted.
Requirements and Preferences
  • Fluency in English and Spanish is essential.
  • Experience working with quality scorecards.
  • Experience in a collections environment is highly advantageous.
  • Strong attention to detail and analytical skills.
  • Excellent communication skills, with the ability to influence others and drive positive change.
  • Solid understanding of risk management strategies and regulatory compliance.
Our Offerings

At InDebted, we value diversity and inclusivity, fostering an environment where individuals can thrive and contribute their unique perspectives. Our organization is committed to creating a workplace that is respectful, empathetic, and supportive, allowing our team members to grow and succeed in their roles.

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