Quality Analyst – Voice, Chat & Email (International Collections)

About the role

Are you detail-obsessed, passionate about consumer conversations, and experienced in quality assurance for collections across voice and digital channels? We're looking for a Quality Analyst who can uphold the highest standards across voice, chat, and email interactions in a regulated, performance-driven environment, while bringing a constructive, improvement-focused mindset to feedback.

What you'll do

• Monitor and evaluate consumer collections interactions across voice, chat
• Audit conversations for compliance with FDCPA, CFPB guidelines, UDAAP, TCPA, and other applicable collections regulations, flagging any deviations or risk exposure
• Deliver structured, constructive feedback on agent performance — covering tone, empathy, process adherence, disclosure accuracy, objection handling, dispute management
• Evaluate bot conversations for accuracy, compliance, and customer experience, sharing actionable insights with AI/product and operations teams to drive continuous tuning
• Partner with training and operations to surface patterns, recommend coaching interventions, and support targeted performance improvement plans for agents

What you need

• Collections
• CRM
• Communication