Collections Quality Analyst

4 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Atome Full time

Atome Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Atome-Collections Quality Analyst

Job Summary: The Collections Quality Analyst ensures the quality, compliance, and overall effectiveness of the collections process. This role involves evaluating agent performance, identifying improvement areas, and implementing strategies to optimize operations. The ideal candidate will drive process enhancements, ensure adherence to regulations, and support a positive customer experience while collaborating with various teams to achieve organizational goals.

Key Responsibilities:
  1. Quality Monitoring:
    Regularly assess collections calls and interactions to ensure compliance with company policies, regulatory requirements, and quality standards. Provide actionable feedback to agents to maintain and improve quality levels.
  2. Performance Analysis:
    Analyze performance metrics to identify trends, strengths, and improvement areas. Develop and track performance improvement plans for underperforming agents.
  3. Customer Experience:
    Partner with the customer service team to resolve escalated issues and ensure a seamless customer journey. Identify patterns in customer complaints to propose solutions for recurring issues.
  4. Training and Development:
    Create and deliver targeted training programs, workshops, and coaching sessions to enhance agent skills. Develop training materials that address quality gaps and emerging trends.
  5. Compliance Oversight:
    Monitor and enforce adherence to legal and regulatory standards, including data privacy and debt collection laws. Conduct regular audits to ensure compliance across all collection activities.
  6. Reporting and Insights:
    Prepare and present detailed reports on quality metrics, compliance issues, and agent performance. Provide data-driven insights and recommendations to management for strategic decision-making.
  7. Process Optimization:
    Identify inefficiencies in the collections process and propose solutions to enhance productivity and accuracy. Collaborate with cross-functional teams to implement process improvements.
  8. Stakeholder Collaboration:
    Work closely with operations, risk management, and training teams to align quality initiatives with business objectives. Act as a liaison between management and the collections team to ensure consistent communication.
Qualifications:
  1. Education:
    Bachelor's degree in finance, Business Administration, or a related field.
  2. Experience:
    At least 3 years of experience in collections, with a minimum of 1 year in a quality assurance or similar role.
  3. Skills and Competencies:
    Strong analytical and critical-thinking skills to evaluate performance data and identify trends. Excellent communication, coaching, and interpersonal skills. Proficiency in collections software, quality monitoring tools, and Microsoft Office Suite. Knowledge of relevant laws and regulations, including data protection and debt collection practices. Strong organizational skills with the ability to prioritize tasks effectively. Ability to work independently and collaborate within a team environment.
Working Conditions:
  1. Office-based environment with occasional remote work flexibility.
  2. May require occasional travel for training sessions or meetings.
Seniority Level:

Mid-Senior level

Employment Type:

Full-time

Job Function:

Quality Assurance

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