Express Credit Zambia Seeks Debt Collections Quality Assurance Analysts

Express Credit Zambia, a financial institution licensed by the Bank of Zambia, is seeking detail-driven Quality Assurance Analysts to enhance customer conversations. The company provides fast and flexible loans to customers underserved by mainstream financiers. Four positions are available, with two focused on Customer Experience and two on Debt Collection. Analysts will be responsible for conducting regular call audits and documenting performance metrics.

The successful candidates will prepare call evaluation reports, provide feedback and coaching to agents, and collaborate with team leaders to identify training needs. They will also analyze key performance indicators to identify trends and set standards for customer interactions. A degree or diploma in Business, Social Science, or a related field is required, along with at least two years of experience as a quality assurance analyst in a call center.

Strong understanding of debt collection practices, excellent communication and interpersonal skills, and strong analytical and problem-solving skills are essential for the role. Analysts must be able to provide constructive feedback, adapt quickly, work independently, and pay attention to detail. Fluency in English and at least one local language, such as Bemba or Nyanja, is also required.

Working knowledge of Zambian lending and debt collection regulations, data protection, and customer confidentiality is necessary. The successful candidates will be responsible for achieving agreed-upon weekly call audit coverage, improving agent quality scores, and reducing recurring compliance issues. Express Credit Zambia offers a dynamic work environment with opportunities for professional growth.

The company's commitment to customer satisfaction and regulatory compliance is reflected in its hiring process. By employing skilled Quality Assurance Analysts, Express Credit Zambia aims to enhance its customer service and debt collection practices. The analysts will play a crucial role in ensuring that the company's interactions with customers meet the required standards.

The job opportunity is part of Express Credit Zambia's efforts to strengthen its operations and improve customer experience. The company is dedicated to providing fast and flexible loans to underserved customers, and its hiring process reflects this commitment. Interested candidates can apply for the position through the company's website or job portals.

The successful candidates will have the opportunity to work with a dynamic team and contribute to the company's mission. With a focus on customer satisfaction and regulatory compliance, Express Credit Zambia is an employer of choice in the financial sector. The company's dedication to professional growth and development makes it an attractive workplace for skilled professionals.

Key points

• The role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.
• The successful candidates will be responsible for achieving agreed-upon weekly call audit coverage and improving agent quality scores.
• Working knowledge of Zambian lending and debt collection regulations is necessary for the role.