Collections Quality & Continuous Improvement Analyst
Collections Quality & Continuous Improvement Analyst
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Job Description
About Addi
We are a leading financial platform building the future of payments shopping and bankinga world where consumers and merchants can transact effortlessly grow together and where we create abundance and generate pride in them. Today we serve over 2 million customers and partner with more than 20000 merchants making Addi Colombias fastest-growing marketplace.
We provide banking solutions (deposits payments unsecured credit) and commerce services (e-commerce marketing) using state-of-the-art technology bridging the financial gap for millions and redefining how people experience financial freedom. As the countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our the past year we have also achieved profitability reinforcing the strength of our business model and our ability to scale sustainably.
Our mission has earned the trust of world-class investors including Andreessen Horowitz Architect Capital GIC Goldman Sachs Greycroft Monashees Notable Capital Quona Capital Union Square Ventures Victory Park Capital and more who back our vision for the future. With their support we are not just growingwe are transforming Latin Americas financial ecosystem and shaping the next generation to shop pay and bank in Colombia.
But what truly sets us apart is how we build. We are a conscious company driven by deep experience in scaling technology services and products and we live by our values every day.
About the Role
Drive operational excellence by analyzing providing feedback and ensuring compliance with quality standards within the Collections team. This roles core purpose is to optimize the overall performance of the team identify best practices and improve the user experience through data-driven insights and continuous process improvement ultimately enhancing the efficiency and effectiveness of debt recovery.
Whats the mission youll drive
Ensure the implementation of a best-in-class quality framework for the Collections team improving recovery rates and operational efficiency while maintaining a customer-centric approach. Build and lead a high-performance continuous improvement engine that proactively identifies and eliminates process friction improves agent productivity and instills a culture of data-driven process discipline.
What you will do
Improve Operational Quality: Implement a quality audit system for customer interactions (calls chats) and case handling ensuring 100% compliance with quality standards and procedures.
Provide Actionable Feedback: Design and implement a program for constructive individualized feedback for collections agents resulting in a 15% improvement in quality metrics quarterly.
Drive Efficiency: Collaborate with the training team to develop and implement initiatives that improve key operational KPIs such as Successful Contact Rate and Cost per Collection by at least 10%.
Identify Improvement Opportunities: Analyze performance data to identify and lead the implementation of process improvement initiatives (e.g. automation optimized scripts) that increase the overall efficiency and quality of the collections team.
Strengthen Knowledge Management: Proactively maintain and update the internal knowledge base for the collections team to ensure that information on products policies and scripts is accurate and timely thereby improving First Contact Resolution (FCR).
Create Analytical Reports: Generate and maintain qualitative and quantitative reports on agent performance quality findings and improvement opportunities providing clear and valuable insights to the area leader.
What were looking for
Experience and Skills in Quality & Operations
Relevant Experience: A minimum of 3 years of experience in a quality operations or process analysis role preferably in a contact center collections or the financial sector.
Process Mastery: A strong aptitude for rapidly mastering complex domains such as the credit lifecycle and collections regulations to effectively audit decisions and workflows.
Continuous Improvement: A proven track record of identifying and implementing process and workflow improvements based on quality audit findings to mitigate operational risk and enhance efficiency.
Impact Analysis: The ability to analyze and articulate the business impact of operational shortcomings on key metrics like recovery rate cost of collection and customer experience.
Analytical Skills and Data-Driven Approach
Data Analysis: Proficiency in leveraging data analysis tools (such as SQL advanced Excel or Power BI) to model monitor and optimize collections operational performance as well as to identify trends in quality errors.
Root Cause Analysis: A strong grasp of data-driven analysis including root cause analysis to guide improvement priorities and team training.
Decision Logic: The ability to understand and apply complex decision logic within the collections context providing feedback on its effectiveness and proposing adjustments.
Communication and Collaboration Skills
Effective Communication: The ability to distill complex analyses and quality findings into clear persuasive narratives both in writing and verbally for team leads and key stakeholders.
Collaboration: A talent for working cross-functionally with Operations Product and Technology teams to ensure that quality standards are maintained and integrated into the design of new collections tools and processes.
Mentorship: The ability to provide constructive feedback and mentorship to collections agents fostering a culture of analytical rigor and continuous improvement within the team.
Why join us
Work on a problem that truly matters We are redefining how people shop pay and bank in Colombia breaking down financial barriers and empowering millions. Your work will directly impact customers lives by creating more accessible seamless and fair financial services.
Be part of something big from the ground up This is your chance to help shape a company influencing everything from our technology and strategy to our culture and values. You wont just be an employeeyoull be an owner
Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats scaling fast this is it.
Join a world-class team Work alongside top-tier talent from around the world in an environment where excellence ownership and collaboration are at the core of everything we do. We care deeply about what we build and how we build itand we want you to be a part of it.
Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll receive a generous salary equity in the company and benefits that go beyond the basics to support your growth.
How the hiring process looks like
We believe in a fast transparent and engaging hiring experience that allows both you and us to determine if theres a great fit. Heres what our process looks like:
Step 1: People Interview (30 min)
A conversation to get to know youyour values motivations and professional journey.Step 2: Assesment Center (120min)
With this technical challenge we want to see your skills and expertise in partner verification and fraud prevention. We expect that you invest 2 hours on it with our team to validate:Your ability to analyze documentation and identify inconsistencies or warning signs
Your approach to decision-making based on internal criteria and available data
How you escalate risk cases and justify your assessment clearly and accurately
We value efficiency and respect for your time so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you just as much as it is for us. Regardless of the outcome we are committed to always providing feedback ensuring that you walk away with valuable insights from your experience with us.
Required Experience:
IC
Employment Type
Full-Time
