Collections Quality Analyst

Pastdue Credit is looking for an experienced Quality Analyst to support one of its collections campaigns in Cape Town. This role is ideal for an individual with a strong background in quality assurance, customer experience, and process improvement within a collections environment.

If you are passionate about service excellence, coaching, and using data-driven insight to improve performance and customer outcomes, this could be the opportunity for you.

❗ Please note: Collections industry experience is essential for this role.

As part of the growing Pastdue Credit team, you’ll play an important role in driving quality standards, continuous improvement, and operational excellence across the customer journey.

Working closely with operations, training, and client stakeholders, you’ll help ensure compliance, improve service delivery, and support performance through structured coaching, reporting, and quality assurance frameworks.

Our typical shift pattern involves: 40 hours within the week, Monday to Friday 8am - 8pm. Saturday 9am - 1pm (UK time). No Sundays.

Please note. This position is based at our site in Gardens, Cape Town.

Your role can include, but isn’t limited to:

Quality Assurance & Compliance:

• Conducting quality audits to ensure compliance with our client’s process standards and SLAs.
• Driving calibration sessions with internal teams and clients to maintain consistency in quality evaluations.
• Ensuring compliance with KPIs, SLAs, and regulatory requirements while identifying areas for improvement.

Continuous Improvement & RCA Implementation:

• Utilizing QC tools for structured problem-solving and performance improvement.
• Conducting Root Cause Analysis (RCA) on recurring quality issues.
• Streamlining customer journeys by eliminating inefficiencies and optimizing workflows.

Stakeholder & Client Management:

• Engaging in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables.
• Acting as a key liaison between operations, training, and all other departments to drive quality and process efficiency.
• Ensuring timely reporting and resolution of quality issues, proactively addressing client concerns.

Training & Coaching:

• Conducting Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.
• Providing constructive feedback and coaching to agents, ensuring continuous improvement in service delivery.
• Developing and delivering targeted training programs based on quality insights.

Reporting, Governance & Data-Driven Insights:

• Generating quality reports, dashboards, and insights to drive data-backed decision-making.
• Tracking the impact of QA initiatives on KPIs (CSAT, Efficiencies etc.) and share actionable recommendations.
• Maintaining QA documentation, compliance logs, and best practices repository for audits and continuous improvement.

You have experience in quality assurance within a collections campaign, ideally in a BPO environment, and a strong understanding of customer experience, compliance, and operational performance.

You’re analytical, detail-oriented, and confident working with data, while also being passionate about coaching and developing others to improve performance and customer outcomes.

Pastdue Credit would love to hear from you if you have the following skills:

• A minimum of 2 years’ experience in quality assurance roles supporting a collections campaign. 

• Strong experience in quality frameworks, customer service excellence, and process improvements.
• Hands-on experience on MS Office tools (Excel, PowerPoint) is required.
• Understanding of CX business and relevant metrics is required.
• Experience in using analytical tools is required.
• Strong analytical & problem-solving skills.
• Cross-functional collaboration.
• Client/stakeholder engagement: ability to manage and strengthen relationships with key clients and internal stakeholders.
• Ability to provide structured feedback, training, and performance enhancement support.
• Experience in coaching, either face-to-face or in a virtual space.
• Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
• Passionate about developing others and fostering a culture of continuous learning.
• Strong innovation and creative problem-solving mindset.
• Flexible and adaptable to evolving business needs and challenges.

As part of the Firstsource family of businesses, Pastdue Credit is committed to delivering fair, ethical, and responsible collections practices, putting customers at the heart of everything we do.

If you are passionate about making a difference while driving results, we want to hear from you.

• Full training & support.
• Medical insurance after 6 months.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.
• Free transportation home (door to door).
• Well-being with Ky (onsite counselling).
• Maternity benefit after 1 year.
• Free onsite Flu Vaccine.
• Funeral benefit after 3 months.