Customer Experience Quality Assurance Specialist

3 days ago

Saint Leonards, Victoria, Australia InDebted Full time
About InDebted
InDebted is a pioneer in the debt resolution industry, leveraging technology and human expertise to create a seamless experience for consumers. Our machine learning-driven approach ensures personalized collections journeys, championing positive customer interactions that redefine the world of consumer debt.
As a rapidly expanding organization, we've grown from our Australian roots to become a global team of over 300 individuals, with hubs in the United Kingdom, Europe, Latin America, and the Middle East. Our revenue exceeds $50m, solidifying our position as a leading player in the industry.
We're at an exciting juncture, having recently secured Series C funding, backed by prominent investors such as Airtree. This strategic investment has enabled us to accelerate our mission of making debt resolution more efficient and humane.
The Role: Customer Experience Quality Assurance Specialist

This key position plays a vital role in ensuring exceptional customer experiences across all touchpoints. The successful candidate will be responsible for assessing agent performance, identifying areas of improvement, and implementing strategies to enhance customer outcomes.

Duties and Responsibilities
  • Conduct regular quality assurance checks on customer interactions to ensure consistency and excellence.
  • Identify high-risk areas in customer interactions and propose targeted solutions to mitigate these risks.
  • Develop and manage key performance indicators (KPIs) related to customer interaction quality, providing actionable insights to drive business growth.
  • Cultivate coaching opportunities to improve agent performance, particularly in payment collection scenarios.
  • Collaborate with cross-functional teams, including customer experience, training, and leadership, to design and implement process improvements.
  • Foster a culture of continuous improvement, promoting innovation and excellence throughout the organization.
  • Manage relevant quality assurance tools to monitor and ensure the quality of interactions at InDebted.
Requirements and Qualifications
  • A minimum of 5 years of experience in collections, with a focus on evaluating agent engagement in customer payment processes.
  • Proven track record of working with quality scorecards to drive performance improvements.
  • Exceptional analytical skills, with a keen eye for detail and ability to communicate complex findings effectively.
  • Excellent communication and interpersonal skills, with the ability to influence others and drive results-oriented change.
  • Strong understanding of risk management strategies and regulatory compliance.
Compensation and Benefits
We offer a competitive salary range of $80,000 - $110,000 per annum, depending on location and experience. Additionally, you'll enjoy a comprehensive benefits package, including flexible schedules, remote work options, and a generous paid leave policy. We also offer a budget for remote work setup and a work-from-anywhere scheme, allowing you to maintain a healthy work-life balance.

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