Quality Analyst - Collection Account

October 17

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Unifin Inc

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Omni-Channel Customer Experience • Customer Support • Order Processing • Help Desk • Application Review

501 - 1000

Description

• Responsible for completing monthly Quality Assurance (QA) task and focusing on identifying failures in compliance, Oversight, Reporting, compliance & unfair customer outcomes. • Track, report and present findings and risks identified from all QA activities carried out. • To prepare appropriate analysis and provide recommendations for improvements to processes, systems, procedures, and compliance. • To be flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities, and targets • Plan, perform to ensure quality deliverables. • Document quality assurance activities. • Analyze customer grievances and other noncompliance issues. • Gather and organize statistical quality data. • Elaborate recommendation and oversee improvement actions. • Report on results of quality activities. • Detect coaching needs and take actions in accordance with these needs to ensure compliance with quality standards. • Analyze audit outcomes and carry out appropriate corrective procedures.

Requirements

• At least one (1) year of proven working experience as Compliance administrator. • Or, three (3) years of work experience in Quality Assurance in the debt collection industry. • Any bachelor’s degree or related field or equivalent • People-oriented and results-driven • Excellent active listening, negotiation and presentation skills • Competence to build and effectively manage interpersonal relationships at all levels of the company • In-depth knowledge of compliance and quality assurance in debt collection • Strong verbal and written communication skills • Knowledge in MS Office systems • Willing to work from home.