Collections Quality Analyst

About the role

Pastdue Credit is seeking an experienced Collections Quality Analyst to join its Cape Town team. The role focuses on maintaining high quality standards, ensuring compliance, and driving continuous improvement across a collections campaign.

Key responsibilities

• Conduct quality audits to verify compliance with client processes, SLAs and regulatory requirements.
• Lead calibration sessions with internal teams and clients to ensure consistent quality evaluations.
• Perform root cause analysis on recurring quality issues and implement corrective actions.
• Collaborate with operations, training and client stakeholders to streamline workflows and improve customer journeys.
• Prepare and present quality reports, dashboards and data‑driven insights to support decision‑making.
• Engage in client governance meetings, manage expectations and resolve quality concerns promptly.
• Identify skill gaps through training needs analysis and support coaching initiatives for agents.

Required profile

• Proven experience in quality assurance within a collections campaign, preferably in a BPO environment.
• Strong understanding of compliance, KPIs, SLAs and regulatory standards.
• Ability to analyse data, conduct RCA and drive process improvements.
• Excellent communication skills for stakeholder and client interaction.

Required skills

• Quality auditing techniques.
• Root cause analysis methodology.