Quality & Continuous Improvement Analyst

📋 Description

• Implement a quality audit system for customer interactions (calls, chats) and case handling
• Design and implement a program for constructive, individualized feedback for collections agents
• Collaborate with the training team to develop and implement initiatives that improve key
• Analyze performance data to identify and lead the implementation of process improvement initiatives
• Proactively maintain and update the internal knowledge base for the collections team to ensure that
• Generate and maintain qualitative and quantitative reports on agent performance, quality findings

🎯 Requirements

• A minimum of 3 years of experience in a quality, operations, or process analysis role, preferably
• A strong aptitude for rapidly mastering complex domains such as the credit lifecycle and
• A proven track record of identifying and implementing process and workflow improvements based on
• The ability to analyze and articulate the business impact of operational shortcomings.
• Proficiency in leveraging data analysis tools (such as SQL, advanced Excel, or Power BI) to model
• A strong grasp of data-driven analysis, including root cause analysis.

🎁 Benefits

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in
• Be part of something big from the ground up – This is your chance to help shape a company
• Unparalleled growth opportunity – We’re growing faster than almost any fintech lender at our stage.
• Join a world-class team – Work alongside top-tier talent from around the world, in an environment
• Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll