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Collections Quality Expert

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Atome Full time

At Atome, we are committed to excellence in collections. As a Collections Quality Analyst, you will play a crucial role in ensuring the quality, compliance, and effectiveness of our collections process.

Key Responsibilities:
  • Compliance Monitoring: Regularly assess collections calls and interactions to ensure adherence to company policies, regulatory requirements, and quality standards.
  • Performance Analysis: Analyze performance metrics to identify trends, strengths, and improvement areas. Develop and track performance improvement plans for underperforming agents.
  • Customer Experience: Partner with the customer service team to resolve escalated issues and ensure a seamless customer journey.

The ideal candidate will have strong analytical and critical-thinking skills to evaluate performance data and identify trends. Excellent communication, coaching, and interpersonal skills are also essential. Proficiency in collections software, quality monitoring tools, and Microsoft Office Suite is required.

As a mid-senior level professional, you will work independently and collaborate within a team environment to achieve organizational goals.