Debt Collections Quality Assuarance Analyst

Express Credit Zambia is a Bank of Zambia–licensed lender that provides fast, flexible loans to customers underserved by mainstream financiers. We are hiring four detail-driven Quality Assurance Analysts – two for Customer Experience and two for Debt Collection (Soft Collection) – to raise the standard of every customer conversation.

Description

· Conduct regular call audits and document positive performance and areas for improvement.

· Prepare call evaluation reports with performance metrics, trends and actionable feedback.

· Give regular and real-time feedback and coaching to agents and run calibration sessions and one-on-one coaching.

· Work with team leaders and supervisors to identify training needs and help develop training materials and sessions.

· Analyze KPIs to identify trends and set standards and monitoring programmes for customer interactions.

What you will need

· Degree/Diploma in Business, Social Science or a related course.

· At least two years’ experience as a quality assurance analyst in a call Centre is preferred.

· Strong understanding of debt collection practices.

· Excellent communication and interpersonal skills.

· Strong analytical and problem-solving skills.

· Ability to give constructive feedback clearly and professionally.

· Ability to adapt quickly, work independently and pay attention to detail.

· Fluency in English and at least one local language such as Bemba or Nyanja.

· Working knowledge of Zambian lending and debt collection regulations, data protection and customer confidentiality.

How we measure success

· Agreed weekly call audit coverage, with findings documented and reported on time.

· Measurable improvement in the quality scores of the agents you coach.

· Regular calibration and coaching sessions, and fewer recurring compliance issues.