Debt Collections Quality Assurance Analyst

Express Credit Zambia is a Bank of Zambia–licensed lender that provides fast, flexible loans to customers underserved by mainstream financiers. We are hiring four detail-driven Quality Assurance Analysts – two for Customer Experience and two for Debt Collection (Soft Collection) – to raise the standard of every customer conversation.

Description

• Conduct regular call audits and document positive performance and areas for improvement.
• Prepare call evaluation reports with performance metrics, trends and actionable feedback.
• Give regular and real-time feedback and coaching to agents and run calibration sessions and one-on-one coaching.
• Work with team leaders and supervisors to identify training needs and help develop training materials and sessions.
• Analyze KPIs to identify trends and set standards and monitoring programmes for customer interactions.

What you will need

• Degree/Diploma in Business, Social Science or a related course.
• At least two years’ experience as a quality assurance analyst in a call Centre is preferred.
• Strong understanding of debt collection practices.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to give constructive feedback clearly and professionally.
• Ability to adapt quickly, work independently and pay attention to detail.
• Fluency in English and at least one local language such as Bemba or Nyanja.
• Working knowledge of Zambian lending and debt collection regulations, data protection and customer confidentiality.

How we measure success

• Agreed weekly call audit coverage, with findings documented and reported on time.
• Measurable improvement in the quality scores of the agents you coach.
• Regular calibration and coaching sessions, and fewer recurring compliance issues.

How to Apply

Apply using the following link: https://talent.sage.hr/jobs/e73c2674-61eb-4c96-a409-be5bc31ef52d