Quality & Continuous Improvement Analyst

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly and grow together. Today, we serve over 3.6 million customers and partner with more than 55,000 merchants, making Addi Colombia’s fastest-growing marketplace. With a state-of-the-art, technology-first approach, we provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing), bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia. But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE Drive operational excellence by analyzing, providing feedback, and ensuring compliance with quality standards within the Collections team. This role's core purpose is to optimize the overall performance of the team, identify best practices, and improve the user experience through data-driven insights and continuous process improvement, ultimately enhancing the efficiency and effectiveness of debt recovery.   WHAT’S THE MISSION YOU’LL DRIVE Ensure the implementation of a best-in-class quality framework for the Collections team, improving recovery rates and operational efficiency while maintaining a customer-centric approach. Build and lead a high-performance continuous improvement engine that proactively identifies and eliminates process friction, improves agent productivity, and instills a culture of data-driven process discipline.   WHAT YOU WILL DO - Implement a quality audit system for customer interactions (calls, chats) and case handling, ensuring 100% compliance with quality standards and procedures. - Design and implement a program for constructive, individualized feedback for collections agents, resulting in a 15% improvement in quality metrics quarterly. - Collaborate with the training team to develop and implement initiatives that improve key operational KPIs, such as Successful Contact Rate and Cost per Collection, by at least 10%. - Analyze performance data to identify and lead the implementation of process improvement initiatives (e.g., automation, optimized scripts) that increase the overall efficiency and quality of the collections team. - Proactively maintain and update the internal knowledge base for the collections team to ensure that information on products, policies, and scripts is accurate and timely, thereby improving First Contact Resolution (FCR). - Generate and maintain qualitative and quantitative reports on agent performance, quality findings, and improvement opportunities, providing clear and valuable insights to the area leader. WHAT WE’RE LOOKING FOR - Experience and Skills in Quality & Operations - Relevant Experience: A minimum of 3 years of experience in a quality, operations, or process analysis role, preferably in a contact center, collections, or the financial sector. - Process Mastery: A strong aptitude for rapidly mastering complex domains such as the credit lifecycle and collections regulations to effectively audit decisions and workflows. - Continuous Improvement: A proven track record of identifying and implementing process and workflow improvements based on quality audit findings to mitigate operational risk and enhance efficiency. - Impact Analysis: The ability to analyze and articulate the business impact of operational shortcomings on key metrics like recovery rate, cost of collection, and customer experience. - Analytical Skills and Data-Driven Approach - Data Analysis: Proficiency in leveraging data analysis tools (such as SQL, advanced Excel, or Power BI) to model, monitor, and optimize collections operational performance, as well as to identify trends in quality errors. - Root Cause Analysis: A strong grasp of data-driven analysis, including root cause analysis, to guide improvement priorities and team training. - Decision Logic: The ability to understand and apply complex decision logic within the collections context, providing feedback on its effectiveness and proposing adjustments. - Communication and Collaboration Skills - Effective Communication: The ability to distill complex analyses and quality findings into clear, persuasive narratives, both in writing and verbally, for team leads and key stakeholders. - Collaboration: A talent for working cross-functionally with Operations, Product, and Technology teams to ensure that quality standards are maintained and integrated into the design of new collections tools and processes. - Mentorship: The ability to provide constructive feedback and mentorship to collections agents, fostering a culture of analytical rigor and continuous improvement within the team. WHY JOIN US? - Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services. - Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner - Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it. - Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it. - Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.   HOW THE HIRING PROCESS LOOKS LIKE We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like: - Step 1: People Interview (30 min) You'll have an initial conversation with our Talent Acquisition Manager. The goal is to learn more about your background, what motivates you, and what you're looking for in your next challenge. We'll also share more about life at Addi and answer your initial questions. - Step 2: Initial Interview (45 min) This is a two-part conversation with the Hiring Manager and a Peer from the Customer Service team. We'll dive deep into your experience with quality analysis, continuous process improvement, tracking key metrics (QA scores, CSAT, NPS, etc.), and designing action plans. You'll also get a transparent, day-in-the-life perspective from a potential teammate. - Step 3: Business Case (60 min) This is a practical, collaborative session where you'll be presented with a real-world quality and continuous improvement scenario relevant to Customer Service. It's your opportunity to showcase your analytical thinking, problem-solving skills, and how you'd approach diagnosing an opportunity to improve the customer experience.   We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.