Overview: We are seeking a detail-oriented and analytical Call Quality Analyst to join our Compliance team. In this role, you will evaluate and improve the quality of our customer interactions by monitoring and assessing calls, providing actionable feedback, and ensuring that our service standards are met.
Key Responsibilities:
Monitor and evaluate collection calls to ensure compliance with company standards and protocols.
Provide constructive feedback to the Director of Recoveries and managers based on call assessments.
Analyze call data and identify trends, patterns, and areas for improvement.
Develop and maintain quality assurance metrics and reports.
Collaborate with training teams to develop and update training materials and programs.
Participate in regular meetings to discuss quality performance and improvement strategies.
Stay updated on industry best practices and regulatory requirements.
Qualifications:
Proven experience in a call center environment, preferably in a quality assurance analytical role.
Solid analytical skills with the ability to interpret data and make recommendations.
Excellent communication and interpersonal skills.
Attention to detail and a commitment to maintaining high-quality standards.
Proficiency in call recording and monitoring software, as well as Microsoft Office Suite.
Ability to work independently and as part of a team in a quick-paced environment.
Preferred Skills:
Certification in Quality Assurance or related field.
Experience with CRM systems and quality monitoring tools.
Knowledge of industry-specific regulations and standards.
Why Join Us?
Competitive salary and perks package.
Opportunities for skilled growth and development.
Dynamic and supportive work environment.
Partners in Credit is committed to fostering diversity and inclusion.
About Us: At Partners in Credit, we’re dedicated to delivering outstanding customer experiences. We believe that every interaction is an opportunity to build lasting relationships and drive satisfaction. Join our team and help us maintain our high standards of service quality!
Job Types: Full-time, Permanent
Pay: From $18.50 per hour
Benefits:
Company events
Dental care
On-site parking
Vision care