Quality Analyst

Join Our Client s International Team and Transform the Debt Collection Industry!

Step out of your comfort zone and set foot on a transformative adventure as a Quality Analyst with our client. Explore a role that goes beyond conventional boundaries offering you the opportunity to actively contribute to our clients mission of revolutionizing the debt collection industry. Revel in the experience of global exposure while becoming an integral part of reshaping the world of consumer debt recovery for the better. Embrace the challenge and be a catalyst for positive change in this dynamic and forwardthinking environment.

We are seeking a diligent and experienced Quality Analyst to join our client s Team. This role focuses on evaluating digital and voice interactions to ensure compliance with consumer protection laws and meet client requirements. The Quality Analyst will play a vital role in maintaining ethical practices and highquality service delivery.

• Previous experience in a quality assurance is highly desirable.
  
• US Debt collections background and knowledge are required
  
• Ability to Work Remote: Demonstrate the capability to work effectively in a remote setting and ensure a dedicated and professional workspace conducive to productivity.
  
• Strong knowledge of debt collection regulations in North America.
  
• Excellent analytical communication and problemsolving skills.
  
• Detailoriented and capable of maintaining accurate records.
  
• Proficiency in using call center quality assurance tools and software.
  
• Strong organizational and multitasking abilities.
  
• Ability to work independently and as part of a team.
  

Quality Assurance:

• Conduct regular evaluations of agent interactions both voice and digital debt collection calls to assess compliance with regulatory requirements company policies and client requirements.
  
• Identify areas for improvement and provide constructive feedback to agents.
  
• Monitor and document call quality metrics and maintain detailed records of evaluations.
  

Compliance Monitoring:

• Stay uptodate with debt collection laws and regulations in North America.
  
• Ensure that all debt collection activities are conducted in adherence to legal and ethical standards.
  
• Report any compliance issues to the management team and recommend corrective actions.
  

Training and Development:

• Collaborate with the training department to develop and deliver training modules for agents.
  
• Provide ongoing coaching and support to help agents improve their skills and performance.
  

Data Analysis:

• Analyze call center data to identify trends patterns and areas for improvement.
  
• Generate reports and share insights with the management team to inform decisionmaking.
  
• Collaborate with the customer service team to maintain highquality customer interactions.
  
• Implement strategies to enhance customer satisfaction while collecting debts ethically.
  

• Day 1 HMO coverage
  
• Competitive Package
  
• Permanent WFH arrangement
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Our client is a trailblazing debt collection agency known for revolutionizing debt recovery through intelligent solutions. Join our clients team and become part of a mission to change the world of consumer debt recovery for the better. Indebted Australia leverages data science to personalize debt collection enhancing the likelihood of debt repayment. They believe in creating a positive experience for those in debt fostering strong relationships between businesses and customers. As a trusted partner for businesses worldwide Indebted Australia is committed to delivering topnotch service and support. Join us in transforming the debt collection industry alongside a forwardthinking organization.

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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