Quality Assurance Analyst at Credit Direct Limited

Job Summary

Responsible for ensuring the highest quality standards in customer service and operational processes within the customer experience and collections team.

Job Details

Quality Monitoring:

• Regularly monitor and evaluate customer interactions across various channels (phone, email, chat, etc.) to ensure adherence to quality standards and procedures.
• Use quality monitoring tools and techniques to assess performance and identify areas for improvement.
• Analyze and score customer service interactions and collections agent based on predefined criteria.
• Provide detailed feedback to customer service representatives and collection representatives on their performance.
• Identify training needs and opportunities for skill enhancement.
• Prepare and present regular reports on quality assurance findings and performance metrics.
• Send daily evaluation reports to the team copying their supervisors.
• Prepare monthly, quarterly and annual Quality Assurance reports with documentations.
• Conduct root cause analysis of issues identified during quality assessments and suggest corrective actions.
• Track the implementation and effectiveness of improvement initiatives.

Compliance, Standards and Improvement:

• Develop standard response templates for email queries and collections communications.
• Develop necessary scripts for customer engagement and update them periodically (as required).
• Review general communications to be sent to external customers/prospects for standardization.
• Check that interactions are properly documented
• Evaluate the communication process to ensure it conforms to standards.
• Ensure compliance with internal policies, procedures, and regulatory requirements.
• Stay updated on industry best practices and incorporate them into the quality assurance process. 
• Identify trends and patterns in customer interactions and service delivery.
• Recommend and implement process improvements to enhance service quality and efficiency.
• Collaborate with the Team Lead Quality Assurance and Head, Collections & Recovery to develop and update quality assurance guidelines and procedures.

Training Support and Collaboration:

• Knowledge Hub development and Management - Gather all relevant information regarding the organization, unit’s processes and activities and create a knowledge hub that would house these details for easy access by the teams while attending to customers.
• Update information contained in the hub daily/when required.
• Develop training manuals/materials to address gaps identified during evaluations and deliver trainings to tele-units’ staff.
• Set test questions to assess the product knowledge of the tele-units’ staff, deploy tests monthly (last week of every month) and share test results and answers with team members. 
• Participate in the development and delivery of training programs for customer service representatives.
• Schedule and provide ongoing coaching sessions with the teams to give real time feedback on gaps identified and support to ensure adherence to quality standards.
• Obtain direct feedback from the team on factors affecting performance and proffer solutions or escalate appropriately
• Assist in creating training materials and documentation.
• Work closely with the customer experience team and other departments to address quality-related issues.
• Participate in quality assurance meetings and strategy sessions.
• Support the Team Lead Quality Assurance and Head, Collections & Recovery in various quality assurance initiatives and projects.

Requirements

• Bachelor’s degree in business administration, Quality Management, or a related field
• Minimum of 2-3 years of experience in a quality assurance role, preferably in a customer service or financial institution environment.
• Proven experience in quality monitoring and performance evaluation. 
• Proficiency in using quality monitoring tools and software

COMPETENCIES REQUIREMENTS:

Technical:

• Business Development
• Customer Experience Management 
• Customer Relationship Management 
• Customer Service 
• Data Analysis
• Financial Analysis 
• Market Research and Consumer Behaviour
• Quality Assurance 
• Sales Management

Behavioral:

• Entrepreneurial Mindset
• Excellence
• Execution
• Energy
• Empathy
• Evolution
• Emotional Intelligence
• Business Acumen
• Decision-Making
• Result Oriented
• Strategic Thinking
• Communication written & verbal
• Stakeholder Management
• Developing Others
• Analytical Thinking
• Leading Change
• Managing Risk
• Service Orientation

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter
• Technical interview 
• Assessment
• Interview with Senior members of the team
• Cultural and Behavioural Fit Interview with a member of the Executive team.