Mid-level Collections Quality Analyst
UOL EdTech
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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About the role
- Monitor and oversee the team's customer interactions across email, WhatsApp and phone calls.
- Evaluate individual team members' performance with respect to productivity.
- Deliver training to ensure that defined scripts and product/service information and responses to inquiries are communicated correctly to students.
- Ensure compliance with relevant policies and guidelines.
- Develop refresher and performance-improvement plans for the team, and identify stages, processes and routines with opportunities for improvement.
- Monitor the execution of daily routines by the operations team.
- Contribute to the creation of motivational campaigns for operational teams.
Requirements
- Experience in B2C collections.
- Proficiency with the Microsoft Office suite.
- Knowledge of performance metrics for collections teams.
- Strong communication skills for working with the team.
- To stand out in this role, it would be advantageous if you have:
- Experience in leading/managing collections teams.
- Aspirations to advance to a collections supervisor or coordinator role.
Benefits
- Meal and/or food allowance.
- Health and dental plans.
- Life insurance.
- Access to TotalPass and ZenKlub benefits.
- Extended maternity and paternity leave.
- Childcare assistance.
- Discounts of up to 50% on postgraduate and MBA programs from major institutions such as FIA, FAAP and PUCRS.
- No strict dress code: wear what makes you feel comfortable.
- #TáDeParabéns: day off on your birthday.
- Baby gift: present for newborns.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2C collectionsperformance metricsMicrosoft Office
Soft skills
communicationteam leadershiptraining deliveryperformance evaluationmotivational campaign development