Deskripsi Pekerjaan
We are urgently hiring a Quality and Compliance Analyst - Collection in our Clark 03 Site. iQor is a global leader in customer experience and contact center solutions, and we are looking for a detail-oriented professional to join our team. In this role, you will be responsible for ensuring the highest standards of quality and compliance within our collections department.
As a Quality and Compliance Analyst, you will monitor and evaluate agent interactions to ensure they meet regulatory standards and company policies. You will provide constructive feedback to agents, analyze performance trends, and implement process improvements to enhance the overall efficiency of the collections team. This is a fantastic opportunity for an analytical professional to make a significant impact in a high-volume environment.
If you possess a keen eye for detail and a passion for process improvement, we encourage you to apply.
Tanggung Jawab
- Monitor and score collection calls and emails to ensure strict adherence to regulatory requirements and company policies.
- Conduct regular quality assurance audits to identify trends, risks, and opportunities for improvement.
- Provide actionable feedback and coaching to collection agents to drive performance excellence.
- Analyze performance data and generate comprehensive reports for management.
- Ensure compliance with Fair Debt Collection Practices Act (FDCPA) and local consumer protection laws.
- Collaborate with training and operations teams to develop and update quality assessment tools.
- Investigate and resolve escalated compliance or quality issues.
Kualifikasi
- Bachelor’s degree in Business, Finance, or a related field (or equivalent work experience).
- Previous experience in a Quality Assurance or Compliance role within a Call Center or Collections environment.
- Strong understanding of debt collection processes and relevant legal regulations.
- Excellent analytical and problem-solving skills with high attention to detail.
- Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced, target-driven environment.