Position Overview We are looking for a detail-oriented and analytical Quality Analyst to join our US First-Party Collections team. In this role, you will be the guardian of our clients brand reputation and regulatory compliance. Because this is a First-Party collections environment, your mission is to ensure that agents successfully balance effective debt recovery with empathy, superior customer service, and absolute adherence to compliance standards.

You will evaluate interactions, identify performance trends, and provide actionable coaching to help our agents succeed.

Key Responsibilities

1. Call Monitoring & Evaluation Audit and evaluate daily inbound and outbound collection calls against a defined quality rubric (measuring compliance, soft skills, negotiation tactics, and resolution). Ensure agents are accurately verifying customer information, negotiating payment arrangements effectively, and accurately documenting accounts in the CRM. Identify fatal errors (compliance breaches) and non-fatal errors (soft skills/process misses) to maintain high program quality scores.
2. Coaching & Feedback Conduct 1-on-1 feedback sessions with agents to discuss call evaluations, highlighting both strengths and areas for improvement. Develop customized, actionable coaching plans for bottom-quartile agents to improve their negotiation skills and compliance adherence. Foster a supportive environment where agents feel empowered to improve their performance rather than penalized.
3. Compliance & Risk Management Act as a subject matter expert on US collections regulations, ensuring strict adherence to TCPA, FCRA, UDAAP, and first-party best practices (often mirroring FDCPA guidelines). Immediately flag and report any compliance breaches or high-risk interactions to Operations and Compliance leadership.




4. Reporting & Calibrations Compile daily, weekly, and monthly quality reports detailing trend analysis, fatal error rates, and overall team performance. Lead and participate in regular calibration sessions with Operations Managers, Team Leaders, and the Client to ensure scoring consistency and alignment on quality standards. Identify systemic training gaps and collaborate with the Training team to develop refresher modules. Candidate Profile & Requirements Education &

Experience Bachelor’s Degree in any discipline (preferred). 2+ years of experience in the BPO industry, with at least 1 year of experience as a Quality Analyst dedicated to a US Collections (First-Party or Third-Party) or Accounts Receivable process. Previous experience on the phones as a high-performing Collections Agent is a strong plus. Technical & Functional Skills Thorough understanding of US Collections compliance and regulations. Proficiency in Quality Management Systems (QMS), call recording software (e.g., Verint, NICE, Calabrio), and CRM tools.

Robust analytical skills with the ability to interpret data, spot trends, and generate insights using Microsoft Excel/Google Sheets.

Soft Skills & Work Dynamics Exceptional listening skills and acute attention to detail. Strong written and verbal communication skills with a neutral accent, capable of delivering constructive feedback diplomatically. Flexibility to work US shifts (Night Shifts) to monitor live calls and align with the Operations team.

What We Offer Competitive salary with performance-based quality bonuses. Comprehensive health, dental, and life insurance benefits. A clear career path with opportunities to advance into QA Lead, QA Manager, or Operations roles. A collaborative and continuous-learning work environment.

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