Quality Analyst

About InDebted

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

About the Role:

We are seeking a diligent and experienced Quality Analyst to join our Team . This role focuses on evaluating digital and voice interactions to ensure compliance with consumer protection laws and meet client requirements. The Quality Analyst will play a vital role in maintaining ethical practices and high-quality service delivery.

Duties and Responsibilities:

• Quality Assurance:
• Conduct regular evaluations of agent interactions, both voice and digital debt collection calls to assess compliance with regulatory requirements,company policies. And client requirements
• Identify areas for improvement and provide constructive feedback to agents.
• Monitor and document call quality metrics and maintain detailed records of evaluations.
• Compliance Monitoring:
• Stay up-to-date with debt collection laws and regulations in North America.
• Ensure that all debt collection activities are conducted in adherence to legal and ethical standards.
• Report any compliance issues to the management team and recommend corrective actions.
• Training and Development:
• Collaborate with the training department to develop and deliver training modules for agents.
• Provide ongoing coaching and support to help agents improve their skills and performance.
• Data Analysis:
• Analyze call center data to identify trends, patterns, and areas for improvement.
• Generate reports and share insights with the management team to inform decision-making.
• Collaboration:
• Collaborate with the customer service team to maintain high-quality customer interactions.
• Implement strategies to enhance customer satisfaction while collecting debts ethically.
• Disputes handling:
• Manage customer disputes related to debt collection by investigating and resolving issues efficiently and professionally.
• Collaborate with agents to handle escalated cases and ensure customer concerns are addressed in line with company policies and regulatory requirements.
• Maintain thorough documentation of dispute resolutions and ensure all parties are informed of outcomes.

Must Have:

• Previous experience in a quality assurance or debt collection role is highly desirable.
• Ability to Work Remotely: Demonstrate the capability to work effectively in a remote setting and Ensure a dedicated and professional workspace conducive to productivity.
• Strong knowledge of debt collection regulations in North America.
• Excellent analytical, communication, and problem-solving skills.
• Detail-oriented and capable of maintaining accurate records.
• Proficiency in using call centre quality assurance tools and software.
• Strong organisational and multitasking abilities.
• Ability to work independently and as part of a team.

How does success looks like in the next 6 or 12 months:

• Be able to work with minimal supervision, investigate and properly adjudicate a dispute across multiple clients.
• Be able to listen on their own to verbal conversion with consumers and be to detect if it complies with company policy and procedure and applicable law and regulations.
• Be able to read electronic correspondences it complies with company policy and procedure and applicable law and regulations.
• In 6 months of this role, QA’s will be able to complete full and fair dispute investigations for Clients

Our benefits

Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life

Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.