Quality Analyst

Apex Collections Africa Limited is seeking a detail-oriented and experienced Quality Analyst to oversee and enhance the quality of our debt collection processes. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a commitment to ensuring compliance with established standards. As a Quality Analyst, you will play a pivotal role in maintaining the integrity and effectiveness of our operations through auditing, training, and compliance management.

Key Responsibilities

1. Auditing:

   • Conduct regular audits of debt collection processes to ensure adherence to company policies and compliance standards.
   • Analyze call recordings and transaction records to identify areas for improvement.
   • Provide detailed reports on audit findings and recommend corrective actions.

2. QA Script Creation and Implementation:

   • Develop, update, and implement quality assurance scripts tailored to debt collection operations.
   • Ensure scripts align with regulatory requirements and industry best practices.
   • Monitor the application of scripts during collections to maintain consistency and effectiveness.

3. Training and Coaching:

   • Design and deliver training sessions for new and existing team members on quality standards and operational procedures.
   • Provide one-on-one coaching to team members based on audit findings and performance reviews.
   • Foster a culture of continuous improvement and learning within the team.

4. Compliance Management:

   • Ensure all debt collection activities comply with company policies, legal regulations, and ethical standards.
   • Collaborate with the compliance team to address potential risks and resolve compliance issues.
   • Stay updated on changes in debt collection regulations and incorporate them into quality assurance practices.

Qualifications and Skills

• Education:

  • Bachelor’s degree from a recognized university.
  • Proven experience in debt collection processes.

• Skills:

  • Strong communication and interpersonal skills.
  • High level of integrity and ethical conduct.
  • Excellent analytical and problem-solving abilities.
  • Proficiency in creating and implementing QA scripts.