Credit Mgmt Quality Analyst

DETAILS OF MAJOR AREAS OF ACCOUNTABILITY:

  • Monitors and evaluates enterprise recorded phone interactions with Accounts Receivable customers.
  • Performs quality auditing activities to validate collections business process.
  • Analyzes quality findings as it relates to business process information (collections process, customer experience, training) to identify key issues, trends and potential root causes that point to improvement opportunities.
  • Analyzes call evaluations and recommends solutions for areas to improve the customer experience.
  • Communicates and provides coaching to Reps and Mgmt on ways to improve the collections process, call quality, accuracy and productivity.
  • Participates in regular calibration sessions with Credit Mgmt Leadership on quality results and improvement opportunities.
  • Special projects pertaining to quality initiatives as they are assigned.
  • Bachelor's Degree in Business, Finance or Accounting preferred / not required
  • 2-4 years of related experience
  • Advance English proficiency
  • Strong attention to detail
  • Demonstrated knowledge of TR collection systems, processes and procedures
  • Strong organizational skills; ability to manage multiple projects with competing demands for resources, ability to adapt to change
  • Proficiency in working in a fast-paced, complex, dynamic, multi-cultural business environment
  • Strong organizational skills with the ability to work with time sensitive deadlines and multiple projects at once. Works autonomously with limited supervision.
  • Excellent communication skills (both verbal and written); ability to communicate with all levels in the organization.
  • Excellent listening and interpersonal skills

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