Quality Analyst

24 hours ago

Nairobi, Nairobi Area, Kenya APEX COLLECTIONS AFRICA Full time 1,200,000 - 2,400,000 per year
Company Description

Apex Collections Africa Limited provides professional receivable management solutions for

both financial and commercial markets and focus on maximizing

clients' cash flow management and credit control aspects.

Job Description

Key Responsibilities

Quality Assurance and Monitoring

• Monitor and evaluate inbound and outbound calls, emails, and other communications to

ensure compliance with company policies, regulatory requirements, and quality

standards.

• Assess interactions for adherence to debt collection protocols, professionalism, and

customer-centric behavior.

• Develop and update quality assurance checklists and scorecards to align with business

goals.

Feedback and Reporting

• Provide detailed feedback to agents, highlighting strengths and areas for improvement.

• Collaborate with team leaders to design targeted coaching sessions based on quality

evaluation results.

• Generate regular reports on quality trends, agent performance, and process improvement

areas for management review.

Process Improvement

• Identify recurring issues or gaps in processes and recommend solutions to enhance

efficiency and compliance.

• Work with training teams to develop or update training materials based on quality

evaluation findings.

• Stay updated on debt recovery laws, guidelines, and best practices to ensure compliance

and recommend necessary adjustments.

Risk and Compliance

• Ensure all agents comply with the Data Protection Act (D.P.A) and other regulatory

requirements during their interactions.

• Identify potential risks in the debt collection process and escalate them to the

management team for resolution.

Qualifications

Educational Background: Diploma or Degree from any recognized institution

• Experience:

- At least 1 years of experience in debt collection, customer service, or a similar

field.

- Experience in quality assurance or a similar role is an added advantage.

• Skills:

- Strong analytical and evaluation skills.

- Excellent verbal and written communication.

- Proficiency in using call monitoring tools, CRM systems, and reporting software.

-Ability to provide constructive feedback and foster a culture of continuous

improvement.

• Personal Attributes:

- Attention to detail.

- Problem-solving mindset.

-High ethical standards and professionalism.

Additional Information

Additional Responsibilities

• Conduct calibration sessions with team leaders and managers to ensure consistency in quality evaluations.

• Participate in performance reviews and assist in setting individual and team quality targets.

• Support new hire onboarding by providing insights into quality standards and expectations

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