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.