CQS, a leading employer in Greece, is a team of over 1200 individuals who achieve remarkable feats daily. We thrive on challenges, consistently surpassing targets, and achieving excellence.

We are seeking a meticulous and detail-oriented Quality Assessor to join our Collections team. The primary responsibility of the role will be to evaluate the quality of collections activities and ensure adherence to established policies, procedures, and regulatory requirements. The ideal candidate will have a strong background in collections operations and a keen eye for identifying areas of improvement.

Responsibilities:

• Conduct quality assessments of collections calls, emails, and other communication channels to ensure compliance with company policies and regulatory requirements.
• Evaluate collectors' performance based on predefined quality metrics and provide constructive feedback for improvement.
• Identify trends and patterns in collector performance and escalate issues or concerns to management as necessary.
• Develop and maintain quality assessment processes and documentation to support continuous improvement initiatives.
• Collaborate with training and development teams to identify training needs and develop relevant materials to address gaps in performance.
• Stay current on industry regulations and best practices related to collections activities.
• Participate in calibration sessions with other quality assessors and stakeholders to ensure consistency in evaluations.
• Assist in the development and implementation of quality assurance initiatives aimed at enhancing overall performance and customer satisfaction.
• Generate reports and analyze data to track key performance indicators and trends in collections quality.
• Provide regular updates to management on quality assessment findings and recommendations for improvement.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in collections operations, preferably in a quality assurance or auditing role.
• Strong understanding of collections processes, regulations, and compliance requirements.
• Excellent analytical and problem-solving skills.
• Exceptional attention to detail and accuracy.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in Microsoft Office Suite and experience with quality monitoring software is a plus.

Benefits:

• Competitive salary and benefits
• Career opportunities within a dynamically growing organization.
• A working environment that supports taking initiative and action.
• Hybrid working model