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.