Quality & Continuous Improvement Analyst

About Addi

About the Role

Drive operational excellence by analyzing, providing feedback, and ensuring compliance with quality standards within the Collections team. This role's core purpose is to optimize the overall performance of the team, identify best practices, and improve the user experience through data-driven insights and continuous process improvement, ultimately enhancing the efficiency and effectiveness of debt recovery.

What’s the mission you’ll drive

Ensure the implementation of a best-in-class quality framework for the Collections team, improving recovery rates and operational efficiency while maintaining a customer-centric approach. Build and lead a high-performance continuous improvement engine that proactively identifies and eliminates process friction, improves agent productivity, and instills a culture of data-driven process discipline.

What you will do

• Implement a quality audit system for customer interactions (calls, chats) and case handling, ensuring 100% compliance with quality standards and procedures.

• Design and implement a program for constructive, individualized feedback for collections agents, resulting in a 15% improvement in quality metrics quarterly.

• Collaborate with the training team to develop and implement initiatives that improve key operational KPIs, such as Successful Contact Rate and Cost per Collection, by at least 10%.

• Analyze performance data to identify and lead the implementation of process improvement initiatives (e.g., automation, optimized scripts) that increase the overall efficiency and quality of the collections team.

• Proactively maintain and update the internal knowledge base for the collections team to ensure that information on products, policies, and scripts is accurate and timely, thereby improving First Contact Resolution (FCR).

• Generate and maintain qualitative and quantitative reports on agent performance, quality findings, and improvement opportunities, providing clear and valuable insights to the area leader.

What we’re looking for

• Experience and Skills in Quality & Operations

  • Relevant Experience: A minimum of 3 years of experience in a quality, operations, or process analysis role, preferably in a contact center, collections, or the financial sector.

  • Process Mastery: A strong aptitude for rapidly mastering complex domains such as the credit lifecycle and collections regulations to effectively audit decisions and workflows.

  • Continuous Improvement: A proven track record of identifying and implementing process and workflow improvements based on quality audit findings to mitigate operational risk and enhance efficiency.

  • Impact Analysis: The ability to analyze and articulate the business impact of operational shortcomings on key metrics like recovery rate, cost of collection, and customer experience.

• Analytical Skills and Data-Driven Approach

  • Data Analysis: Proficiency in leveraging data analysis tools (such as SQL, advanced Excel, or Power BI) to model, monitor, and optimize collections operational performance, as well as to identify trends in quality errors.

  • Root Cause Analysis: A strong grasp of data-driven analysis, including root cause analysis, to guide improvement priorities and team training.

  • Decision Logic: The ability to understand and apply complex decision logic within the collections context, providing feedback on its effectiveness and proposing adjustments.

• Communication and Collaboration Skills

  • Effective Communication: The ability to distill complex analyses and quality findings into clear, persuasive narratives, both in writing and verbally, for team leads and key stakeholders.

  • Collaboration: A talent for working cross-functionally with Operations, Product, and Technology teams to ensure that quality standards are maintained and integrated into the design of new collections tools and processes.

  • Mentorship: The ability to provide constructive feedback and mentorship to collections agents, fostering a culture of analytical rigor and continuous improvement within the team.

Why join us?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.

   

• Step 1: People Interview (30 min)
  You'll have an initial conversation with our Talent Acquisition Manager. The goal is to learn more about your background, what motivates you, and what you're looking for in your next challenge. We'll also share more about life at Addi and answer your initial questions.

• Step 2: Initial Interview (45 min)
  This is a two-part conversation with the Hiring Manager and a Peer from the Customer Service team. We'll dive deep into your experience with quality analysis, continuous process improvement, tracking key metrics (QA scores, CSAT, NPS, etc.), and designing action plans. You'll also get a transparent, day-in-the-life perspective from a potential teammate.

• Step 3: Business Case (60 min)
  This is a practical, collaborative session where you'll be presented with a real-world quality and continuous improvement scenario relevant to Customer Service. It's your opportunity to showcase your analytical thinking, problem-solving skills, and how you'd approach diagnosing an opportunity to improve the customer experience.