Customer Experience Quality Analyst, Bilingual (English and Spanish)
About InDebted
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
Summary of Role
The Customer Experience Quality Analyst will play a key role in ensuring high-quality customer interactions. This individual will focus on assessing whether agents effectively engage with customers in payment collection, compliance and operational processes, driving improvements in agent performance. The ideal candidate will have strong experience in collections, be detail-oriented, and have the ability to communicate findings to enhance both agent coaching and customer outcomes.
Duties and Responsibilities
- Conduct regular, detailed quality assurance checks on customer interactions in both English and Spanish.
- Identify areas of risk in customer interactions and implement proactive strategies to mitigate them.
- Develop, manage, and report on key performance indicators related to customer interaction quality, offering data-driven insights.
- Identify coaching and professional development opportunities based on quality assurance findings.
- Work closely with the customer experience, training, and leadership teams to design and implement process improvements.
- Facilitate a culture of continuous improvement, fostering a high-performance environment that prioritizes customer experience.
- Administer relevant QA tools used to support quality at InDebted.
Experience and Skills
- Fluency in English and Spanish is essential.
- Experience working with quality scorecards.
- Experience in a collections environment will be highly advantageous.
- Strong attention to detail and analytical skills.
- Excellent communication skills, with the ability to influence others and drive positive change.
- Solid understanding of risk management strategies and regulatory compliance.
Our benefits
Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
