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Addi is a leading fintech platform in Colombia, serving 3.6+ million customers and 55,000+ merchants. The company provides banking solutions (deposits, payments, unsecured credit) and commerce services, operating as the country's fastest-growing marketplace and leading Buy Now, Pay Later provider. Backed by top-tier investors including Andreessen Horowitz, Goldman Sachs, and Union Square Ventures, Addi recently achieved profitability and secured regulatory approval to operate as a bank.
In this role, you will drive operational excellence within the Collections team by analyzing performance, ensuring quality compliance, and implementing data-driven process improvements. Your core mission is to optimize team performance, identify best practices, and enhance the user experience through continuous improvement initiatives.
Key responsibilities include:
- Implement a quality audit system for customer interactions (calls, chats) and case handling, ensuring 100% compliance with quality standards
- Design and deliver constructive, individualized feedback programs for collections agents, targeting 15% quarterly improvement in quality metrics
- Collaborate with the training team to develop initiatives that improve operational KPIs (Successful Contact Rate, Cost per Collection) by at least 10%
- Analyze performance data to identify and lead process improvement initiatives (automation, optimized scripts) that increase efficiency and quality
- Maintain and update the internal knowledge base for the collections team to improve First Contact Resolution (FCR)
- Generate qualitative and quantitative reports on agent performance, quality findings, and improvement opportunities for leadership
You will work cross-functionally with Operations, Product, Technology, and Training teams to ensure quality standards are maintained and integrated into new collections tools and processes.
REQUIREMENTS:
- Minimum 3 years of experience in quality, operations, or process analysis roles, preferably in contact centers, collections, or financial services
- Strong aptitude for rapidly mastering complex domains such as credit lifecycle and collections regulations
- Proven track record of identifying and implementing process improvements based on quality audit findings
- Ability to analyze and articulate business impact of operational shortcomings on recovery rates, cost of collection, and customer experience
- Proficiency with data analysis tools (SQL, advanced Excel, Power BI) to model, monitor, and optimize collections performance
- Strong grasp of root cause analysis and data-driven decision-making
- Ability to understand and apply complex decision logic within collections context
- Excellent written and verbal communication skills; ability to distill complex analyses into clear narratives for stakeholders
- Cross-functional collaboration skills with Operations, Product, and Technology teams
- Ability to provide constructive feedback and mentorship to collections agents
