Quality Analyst

Quality at Its Finest! Elevate Your Career in Global Collections

This role is a prime opportunity to advance in the collections industry, making your mark in a unique position that lets you thrive in a world-class environment without the need to relocate. If you're driven by a commitment to quality, this position offers you the chance to influence customer interactions, ensure compliance, and shape best practices in the debt collections field.

As a Quality Analyst, you will focus on evaluating digital and voice interactions to ensure they meet consumer protection laws and client requirements. Your role is crucial in maintaining high-quality service, ensuring ethical debt collection, and collaborating on training and coaching programs to support agent performance. By analyzing data and reporting insights, you'll help drive improvements and uphold compliance standards.

Quality Assurance:

• Conduct regular evaluations of voice and digital debt collection interactions to assess compliance with regulations and client requirements.
  
• Identify improvement areas and provide constructive feedback to agents.
  
• Track call quality metrics and maintain comprehensive records of evaluations.
  

Compliance Monitoring:

• Stay updated on debt collection laws and regulations in North America.
  
• Ensure all collection activities align with legal and ethical standards.
  
• Report compliance issues and recommend corrective actions.
  

Training and Development:

• Collaborate with the training team to develop and deliver agent training modules.
  
• Provide ongoing coaching and support to enhance agent skills and performance.
  

Data Analysis:

• Analyze call center data for trends and improvement opportunities.
  
• Generate reports and share insights with management to inform decision-making.
  
• Partner with the customer service team to maintain high-quality interactions.
  

Dispute Handling:

• Manage customer disputes professionally, investigating and resolving issues.
  
• Work with agents on escalated cases, ensuring concerns are addressed per policies and regulations.
  
• Maintain thorough documentation of dispute resolutions and communicate outcomes effectively.
  

Requirements

The Essentials for Quality Assurance Excellence

• Experience in a quality assurance or debt collection role (highly desirable).
  
• Capability to work effectively in a remote setting with a dedicated and professional workspace.
  
• Strong knowledge of debt collection regulations in North America.
  
• Excellent analytical, communication, and problem-solving skills.
  
• Attention to detail and ability to maintain 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.
  
• How Success Looks in the Next 6 or 12 Months:
  
• Ability to work with minimal supervision, investigate, and properly adjudicate disputes across multiple clients.
  
• Ability to independently listen to verbal conversations with consumers and detect if they comply with company policies, procedures, and applicable laws and regulations.
  
• Ability to review electronic correspondences to ensure compliance with company policies, procedures, and applicable laws and regulations.
  

Benefits

Perks that Keep You Thriving

• Day 1 HMO coverage
  
• Competitive package
  
• Permanent WFH arrangement
  
• Unlimited Paid Time-Offs (PTO)
  
• Free upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Emapta Lifestyle perks (Foodpanda pro and more!)
  
• Unlimited employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• 20 annual leaves, including 5 convertible to cash
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Innovating Debt Collection with Compassion

Our client is at the forefront of transforming the debt collection industry with an AI-driven platform that prioritizes customer care and compliance. Operating globally from the U.S. to New Zealand, they combine advanced technology with human empathy to deliver seamless, ethical solutions that help consumers manage debt responsibly. By fostering a digital-first, customer-centered approach, they are redefining standards in collections, making financial recovery more achievable and less intimidating for customers around the world.

Welcome to Emapta Philippines!

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 like-minded 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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