Quality & Continuous Improvement Analyst

The role

This person will drive operational excellence by analyzing and ensuring compliance with quality standards for the Collections team. They will implement quality audit systems, provide feedback to agents, and lead process improvement initiatives to optimize debt recovery.

What you will do

• Implement a quality audit system for customer interactions and case handling.
• Design and implement a program for individualized feedback for collections agents.
• Collaborate with the training team to improve key operational KPIs.
• Analyze performance data to lead process improvement initiatives.
• Maintain and update the internal knowledge base for the collections team.
• Generate and maintain qualitative and quantitative reports on agent performance.

Required qualifications

• Minimum of 3 years of experience in a quality, operations, or process analysis role.
• Proficiency in leveraging data analysis tools such as SQL, advanced Excel, or Power BI.
• Strong grasp of data-driven analysis including root cause analysis.
• Ability to distill complex analyses into clear narratives.
• Ability to work cross-functionally with Operations, Product, and Technology teams.
• Ability to provide constructive feedback and mentorship to collections agents.

Nice to have

• Experience in a contact center, collections, or the financial sector.

Benefits

• Generous salary
• Equity in the company
• Benefits that go beyond the basics

Before you apply

• Step 1: People Interview
• Step 2: Initial Interview with Hiring Manager and Peer
• Step 3: Business Case practical session

About the company

Addi is a leading financial platform in Colombia building the future of payments, shopping, and banking. It serves over 3.6 million customers and partners with more than 55,000 merchants.