Collections Quality Analyst (Fintech)

Location: Bogotá, Colombia

Company

hirify.global is a leading financial platform and the fastest-growing marketplace in Colombia, providing banking and commerce solutions to millions of customers.

What you will do

• Implement a quality audit system for customer interactions and case handling to ensure 100% compliance.
• Design and execute individualized feedback programs for collections agents to drive quality improvements.
• Analyze performance data to identify and lead process improvement initiatives, such as automation and script optimization.
• Collaborate with training teams to improve key operational KPIs like Successful Contact Rate and Cost per Collection.
• Maintain the internal knowledge base to ensure accurate product and policy information for the team.
• Generate qualitative and quantitative reports on agent performance and quality findings.

Requirements

• Minimum 3 years of experience in quality, operations, or process analysis, preferably in a contact center or financial sector.
• Strong proficiency in data analysis tools including SQL, advanced Excel, or Power BI.
• Proven track record in root cause analysis and implementing process improvements based on audit findings.
• Ability to master complex domains like credit lifecycles and collections regulations.
• Strong communication skills to present clear, persuasive narratives to stakeholders.

Culture & Benefits

• Opportunity to shape a fast-scaling fintech company from the ground up.
• Competitive compensation package including salary and company equity.
• Work within a world-class, collaborative, and high-impact team environment.
• Direct involvement in redefining financial services and breaking down barriers for millions of users.

Hiring process

• People Interview (30 min) with Talent Acquisition.
• Initial Interview (45 min) with Hiring Manager and a Peer.
• Deep Dive Interviews (30 min each) with cross-functional team members.
• Business Case (60 min) focusing on a real-world quality and improvement scenario.