Collections quality analyst

Descripción general

DETAILS OF MAJOR AREAS OF ACCOUNTABILITY:

• Monitors and evaluates enterprise recorded phone interactions with Accounts Receivable customers.

• Performs quality auditing activities to validate collections business process.

• Analyzes quality findings as it relates to business process information (collections process, customer experience, training) to identify key issues, trends and potential root causes that point to improvement opportunities.

• Analyzes call evaluations and recommends solutions for areas to improve the customer experience.

• Communicates and provides coaching to Reps and Mgmt on ways to improve the collections process, call quality, accuracy and productivity.

• Participates in regular calibration sessions with Credit Mgmt Leadership on quality results and improvement opportunities.

• Special projects pertaining to quality initiatives as they are assigned.

Requisitos para aplicar

• Bachelor’s Degree in Business, Finance or Accounting preferred / not required
• 2-4 years of related experience
• Advance English proficiency (candidates will be tested before setting up an interview)
• Strong attention to detail
• Demonstrated knowledge of TR collection systems, processes and procedures
• Strong organizational skills; ability to manage multiple projects with competing demands for resources, ability to adapt to change
• Proficiency in working in a fast-paced, complex, dynamic, multi-cultural business environment
• Strong organizational skills with the ability to work with time sensitive deadlines and multiple projects at once. Works autonomously with limited supervision.
• Excellent communication skills (both verbal and written); ability to communicate with all levels in the organization.
• Excellent listening and interpersonal skills