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.