Mogo Finance is hiring a Quality Assurance Analyst (Device Financing) to audit device loan processes, ensure underwriting compliance, evaluate verification standards, and optimize operational quality

Responsibilities or duties

• Conduct routine call audits and document findings, highlighting both strengths and areas requiring improvement.
• Create detailed evaluation reports that include performance metrics, trends, and actionable insights.
• Provide regular performance updates to DC Team leaders and DC Manager on the recurring issues or notable patterns.
• Offer constructive feedback and coaching to agents based on call assessment results to enhance customer interaction and overall performance.
• Collaborate with DC manager and team leaders to identify skill gaps and training needs.
• Support the development of training materials and facilitate sessions aimed at improving agents’ competencies and understanding of debt collection procedures.
• Develop effective performance assessments using appropriate measurement indicators.
• Conduct group training sessions and one-on-one coaching with call center agents.
• Analyze key performance indicators (KPIs) to identify trends, performance gaps, and opportunities for improvement.
• Establish and maintain standards for customer interactions and oversee the implementation of monitoring programs.

Qualifications or requirements

• Degree or Diploma in Business, Social Sciences, or a related field.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good understanding of debt collection processes.
• Ability to deliver constructive feedback clearly and professionally.
• Highly adaptable, detail-oriented, and capable of working independently

Experience needed

Minimum of two years of relevant experience.

• Conduct routine call audits and document findings, highlighting both strengths and areas requiring improvement.
• Create detailed evaluation reports that include performance metrics, trends, and actionable insights.
• Provide regular performance updates to DC Team leaders and DC Manager on the recurring issues or notable patterns.
• Offer constructive feedback and coaching to agents based on call assessment results to enhance customer interaction and overall performance.
• Collaborate with DC manager and team leaders to identify skill gaps and training needs.
• Support the development of training materials and facilitate sessions aimed at improving agents’ competencies and understanding of debt collection procedures.
• Develop effective performance assessments using appropriate measurement indicators.
• Conduct group training sessions and one-on-one coaching with call center agents.
• Analyze key performance indicators (KPIs) to identify trends, performance gaps, and opportunities for improvement.
• Establish and maintain standards for customer interactions and oversee the implementation of monitoring programs.

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good understanding of debt collection processes.
• Ability to deliver constructive feedback clearly and professionally.
• Highly adaptable, detail-oriented, and capable of working independently

• Degree or Diploma in Business, Social Sciences, or a related field.