Quality & Continuous Improvement Analyst
Core
Drive operational excellence and quality standards within the Collections team to optimize performance, improve recovery rates, and enhance the user experience through data-driven insights.
Role type
Quality & Continuous Improvement Analyst (Collections)
Builds
A high-performance continuous improvement engine and a best-in-class quality framework for debt recovery operations.
Domain
Fintech / Financial Services / Collections
Required skills
Quality audit design, process improvement, data analysis (SQL, Excel, Power BI), root cause analysis, KPI tracking, stakeholder communication, cross-functional collaboration, mentorship (via careerplan.io/jobs/93a91948-7393-4922-8a9e-4c406a2f4511-quality-continuous-improvement-analyst-at-addi)
Preferred skills
Experience in contact center or financial sector, knowledge of credit lifecycle and collections regulations, ability to translate complex analyses into clear narratives
Technologies
SQL, Excel, Power BI
Responsibilities
Implement quality audit systems for customer interactions, design feedback programs for agents, collaborate on initiatives to improve operational KPIs, analyze performance data to lead process improvements, maintain internal knowledge bases, generate performance reports
Seniority
Mid-level, hands-on IC