Quality assurance officer

• Measure the quality of collections interactions by evaluating adherence to scripts, company best practices and quality standards, compliance and regulations.
• Track the number of errors or discrepancies found in collection and operations interaction process.
• Provide detailed and constructive feedback to agents to help them improve their performance and customer interaction skills.
• Escalate any critical issues or concerns to the relevant management in a timely manner.
• Ensure that regulatory requirements are met reducing the risk of legal issues and penalties.
• To participate as a key member in the project for implementing a speech analytics program.
• Identify training needs and collaborate with the training officer to develop and deliver tailored coaching sessions.
• Analise performance data and trends to identify areas for improvement and make recommendations to the management.
• Provide regular reports on overall performance and trends. Identify and implement opportunities for quality improvement across the team.
• Attend and contribute to the internal calibration sessions.
• Contribute to the continuous development of quality assurance processes and procedures.
• Maintain accurate and up-to-date records of your quality assurance activities.
• Develop and implement quality assurance programs to ensure adherence to company policies, procedures, and regulatory requirements.
• Monitor and evaluate the performance of loan processing, customer service, and other operational functions to ensure high-quality standards.
• Conduct regular audits and reviews of loan applications, customer interactions, and other relevant activities to identify areas for improvement.
• Provide feedback and recommendations for process improvements based on quality assessments.

• Applicants must be willing to work on site.
• Great team player with ability to work in minimal supervision.
• Effective communication and interpersonal skills.
• Excellent attention to detail. Ability and aptitude to identify areas for improvement.

• Bachelor’s degree in Business Administration, Human Resources, Finance, or a related field.
• - Minimum of 3-5 years of experience in quality assurance, training, or a similar role, preferably in the online lending or financial services industry.

Proven experience in designing and delivering training programs and conducting quality audits.