Collections Quality Analyst

Key Responsibilities

• Conduct regular quality audits and evaluations of customer interactions, including voice and other supported communication channels.
• Monitor and assess collection calls to ensure adherence to established quality standards, policies, procedures, and compliance requirements.
• Evaluate agents' performance based on call quality, collection effectiveness, customer handling, communication skills, and process adherence.
• Identify recurring quality issues, performance trends, and process gaps that may impact customer experience or business results.
• Provide clear, timely, and constructive feedback to agents and operations teams.
• Participate in calibration sessions with Operations, Training, and other stakeholders to ensure consistency in quality scoring.
• Prepare and maintain quality reports, scorecards, audit results, and performance trend analysis.
• Recommend coaching and process improvement opportunities based on quality findings.
• Support root-cause analysis and corrective action initiatives for recurring quality and compliance issues.
• Ensure accurate and consistent application of quality standards across audited transactions.
• Stay updated on process changes, client requirements, and relevant banking collections policies and procedures.
• Perform other quality-related tasks and initiatives as assigned.

Qualifications

• Minimum of 2 years of work experience in UK, US, or AU banking collections operations and quality assurance within a call center or shared services environment.

• 2–4 years of contact center experience in the banking industry.

• Proven experience in quality monitoring, call auditing, and performance evaluation.

• Strong understanding of banking collections processes and customer interaction standards.

• Experience handling or auditing collections accounts for UK, US, or Australian markets is highly preferred.

• Strong analytical and problem-solving skills with keen attention to detail.

• Excellent verbal and written communication skills.

• Ability to identify performance trends and translate quality findings into actionable recommendations.

• Willing to work on shifting schedules, including night shifts, weekends, or holidays, depending on business requirements.