Quality & Continuous Improvement Analyst

About the role

Drive operational excellence for the Collections team by analyzing performance, ensuring compliance with quality standards, and continuously improving processes to boost debt recovery efficiency and customer experience.

Key responsibilities

• Implement and maintain a quality audit system for calls, chats and case handling with 100% compliance.
• Design individualized feedback programs that target a 15% quarterly improvement in quality metrics.
• Collaborate with training to raise key KPIs such as Successful Contact Rate and Cost per Collection by at least 10%.
• Analyze data to lead automation, script optimization and other process improvements.
• Keep the internal knowledge base up‑to‑date to improve First Contact Resolution.
• Produce qualitative and quantitative reports on agent performance and improvement opportunities.

Required profile

• Minimum 3 years of experience in quality, operations or process analysis, preferably in a contact‑center or financial collections environment.
• Strong ability to master complex domains such as credit lifecycle and collections regulations.
• Proven track record of implementing process improvements that reduce operational risk and increase efficiency.
• Excellent analytical skills with the ability to quantify business impact on recovery rate, cost of collection and customer experience.

Required skills

• SQL
• Advanced Excel
• Power BI

What we offer

• Opportunity to impact a fast‑growing fintech serving millions in Colombia.
• Competitive salary, equity participation and comprehensive benefits.
• Fast, transparent hiring process with clear communication.