Call Quality Analyst for Collection Team

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July 30

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TK Recruitment Inc.

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Recruitment • B2B • Fintech

TK Recruitment Inc. is a recruitment agency specializing in identifying and hiring top talent for various organizational needs. With a focus on professionalism and efficiency, the agency utilizes contemporary recruitment techniques to streamline the hiring process for clients. They cater to a diverse range of sectors, including financial services and technology, by matching the best candidates with companies looking for skilled professionals. TK Recruitment Inc. prides itself on not only finding qualified candidates but also on ensuring the right fit for each unique team and corporate culture.

2 - 10 employees

🎯 Recruiter

🤝 B2B

💳 Fintech

📋 Description

• Analyse and evaluate employees' calls, emails, messages, providing constructive feedback. • Summarize and track identified errors. • Execute coaching process using internal standards • Conduct research and analysis to determine the root causes of errors, aiming to reduce them. • Propose methods for improving work efficiency. • Provide guidance to new employees on the workflow for each relevant task. • Work closely with the Supervisor sharing insights and participating in regular meetings to develop and implement effective action plans to improve quality and related metrics. • Create documents to assess and enhance employee skills.

🎯 Requirements

• Minimum 6-month work experience in a Call Centre Environment as an agent • Minimum of 1 year of experience in a quality analysis role • Ability to provide constructive feedback and training to employees. • Proven expertise in process improvement and efficiency enhancement. • Spanish (native), english - not less then Upper-Intermediate • Previous experience in a outsourced call center, collection agency, in-house call center department or similar environment • Attentive to details • Strong communication and analytical skills • In-depth knowledge of call center operations • Openness to change and continuous improvement • A commitment to data-driven decision-making • Highly motivated and self-driven, capability to work independently and proactively solve problems

🏖️ Benefits

• Competitive salary and bonuses: Salary negotiated based as experience • Strong professional environment and professional development support. • Opportunity for professional and career growth. • Excellent multicultural work environment and more • Opportunity to work remotely