QA Analyst – Collections Call Center – Belize City

Job Role: Offline Quality Assurance | Location: Belize City

Overview

Fusion CX in Belize City is seeking a QA Analyst to evaluate and enhance the performance of our collection agents across various departments such as Auto, Credit Card, and Merchant Services. This role is critical in ensuring that our collection operations adhere to the highest standards of compliance and service quality.

Responsibilities – QA Analyst

• Performance Evaluation: Conduct thorough assessments of collection agents’ interactions with customers across multiple departments to ensure adherence to company guidelines and compliance standards.
• Feedback Provision: Provide constructive feedback to agents based on performance evaluations, highlighting areas for improvement and recognizing outstanding service.
• Compliance and Quality Assurance: Ensure that all customer interactions meet legal requirements and company standards for quality and compliance.
• Reporting: Compile detailed reports on agent performance, identifying trends and areas for systemic improvement in customer service operations.
• Operational Support: Play a key role in supporting the success of the collection teams by contributing to the overall operational efficiency and effectiveness.

Requirements – QA Analyst

• Analytical Skills: Strong attention to detail and analytical skills to accurately assess agent performance and customer interactions.
• Communication Skills: Excellent communication and reporting skills, capable of clearly articulating feedback and writing comprehensive reports.
• Industry Knowledge: In-depth knowledge of collection processes and industry regulations is essential.
• Confidentiality: Ability to maintain confidentiality and handle sensitive information responsibly.
• Experience: Previous experience in a QA role or related field is preferred but not mandatory.

Why Join Us?

At Fusion CX, we are committed to maintaining the highest standards of customer service and operational excellence. We provide a supportive work environment where you can develop your skills and advance your career. Join us and be a part of a team that values professionalism and continuous improvement.

Apply Now

If you are a detail-oriented professional with a passion for quality and compliance, apply today to become a QA Analyst at Fusion CX in Belize City.