Junior Quality Analyst for LTVplus

MRF 357388

Is This YOU? Then We Want to Meet You!
We're looking for a detail-oriented and analytical Junior Quality Analyst to support our Recovery Payment campaigns. In this role, you'll work closely with the Senior Quality Analyst to evaluate customer interactions, ensure compliance with financial regulations, and identify coaching opportunities that improve agent performance. If you have a background in collections, quality auditing, and process improvement, we'd love to hear from you.

Schedule

• Full-time
• Monday to Friday
• Shifts between 5:00 AM – 5:00 PM Eastern Time (ET)
• Rate (external candidates): 775 USD

Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to:

• Audit inbound and outbound customer interactions, including callbacks, chargebacks, outreach, and payment recovery cases.
• Evaluate agent performance against quality standards, compliance requirements, and company procedures.
• Identify trends, root causes, and opportunities for coaching and process improvement.
• Provide clear, actionable feedback to help agents improve customer experience and recovery outcomes.
• Ensure adherence to financial recovery regulations and internal quality standards.
• Track audit results and performance metrics using Google Sheets and reporting tools.
• Collaborate with leadership to support continuous quality improvement initiatives.

Requirements:

• 1–2 years of experience in collections, payment recovery, or quality assurance within a BPO environment.
• Experience auditing customer interactions in a customer support or collections setting.
• Strong understanding of compliance standards related to collections and consumer protection.
• Proven record of meeting or exceeding KPIs such as QA scores, recovery targets, or productivity metrics.
• Familiarity with CRM platforms such as Zendesk, Gorgias, HelpScout, or similar systems.
• Experience using call recording platforms such as Mojo Dialer, RingCentral, Aircall, or equivalent.
• Proficient in Google Workspace, especially Google Sheets; experience with Gemini AI and Data Studio is an advantage.

Note for Internal Applicants:
For internal candidates, we're looking for someone who has either prior quality auditing experience or hands-on experience in Recovery Payments. Candidates with either of these backgrounds will have the foundational knowledge needed to succeed in the Junior Quality Analyst role.

Skills:

• Strong analytical and critical thinking skills.
• Excellent attention to detail and active listening abilities.
• Effective written and verbal communication skills.
• Ability to provide constructive coaching and performance feedback.
• Strong organizational and time management skills.
• Comfortable working with data, reports, and quality metrics.
• Tech-savvy and adaptable to new tools and processes.

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with CS platforms and CRM tools (e.g., Gorgias, GHL, HubSpot) 
• A quiet, cozy workspace to handle calls and chats like a pro.

PLEASE FILL OUT THIS FORM: Skills Assessment Form

If you're passionate about quality, compliance, and helping teams deliver exceptional customer experiences while achieving recovery goals, we'd love to have you on our team.

Click Here  - Your First 30-60-90 Days at LTVplus: What to Expect

(only shortlisted candidates will be contacted)