About Addi We are a technology company working to transform credit and banking in Latin America starting with point of sale finance. We aim to build fair, simple and affordable financial services that empower our clients, treating them with dignity, and building financial freedom. We launched in February 2019 and have already served millions of clients and disbursed millions of dollars. We operate as a full stack startup. We have built our core systems and processes from scratch, and we believe our technology and analytics platform will drive our progress into the years to come. We come at this with deep experience building and growing technology teams and financial products. As important as what we do is how we do it. We are a conscious company and are deeply committed to working and living our five core values - A company of owners inspiring colleagues, we pull rabbits out of hats, we care and we trust, act with integrity, win today every day, and scale exponentially. We are backed by Andreessen Horowitz, Monashees, Village Global, and an outstanding team of individual angels, including Kevin Ryan, Josh Abramowitz, and Scott Weiss. Mission The quality area aims to execute the key control process that will focus on analyzing, providing feedback and ensuring compliance with the objectives, quality, service and proper execution of processes and management of the user areas (Operations - customer service, fraud prevention and collections). The Quality & Continuous Improvement Analyst will be in charge of permanently evaluating the efforts made by the agents, having insights, finding strengths, best practices and opportunities for improvement that allow continuous feedback, optimizing the overall performance of the operations team through monitoring calls and other tasks seeking progress to individual and group results. Focused on improving operations KPIs, as well as making recommendations to improve guidelines and applications needed to improve the overall user experience. What you will do Constantly audit the recorded and online interactions of the operation through all service channels and perform quality control tasks Generate qualitative and quantitative evaluations under a qualification score that allows identifying findings, strengths and opportunities in the operation In conjunction with the training area, establish action plans focused on new initiatives and reinforcements according to business needs. Accompaniment, feedback and reports to the staff of each operation regarding the direct management of the agents or possible improvements in the processes Permanent reports to staff and area leader on the status of area results Responsible for listening to and reviewing calls, chat transcripts, and email Managing the contents in our knowledge base in order to help our team to provide the fastes and best answers to our customers and to provide our customers with the right information. Developing and implementing quality assurance processes and procedures to ensure products or services meet specified standards. Collaborating with teams to develop and implement continuous improvement initiatives to enhance overall quality and efficiency. Requirements Non-negotiables Strong communication skills (oral and written) Capable of using computer tools, such as help desk and comms platforms. Ability to understand how our business work. Capable of using Excel for basic purposes. Team work and hands-on. Capable of working closely with other teams and members in the company. Interpersonal skills. Analytical and strategic thinking Capable to understand and follow procedures. Desire to change or improve people's lives by providing the best service Orientation to internal / external customer service Adaptability to change Ability to Measure the performance of a Process Identification and attention to detail Quality Assurance Techniques: Solid understanding of quality assurance methodologies, tools, and best practices to establish and maintain quality standards within the organization. Continuous Learning: A mindset of continuous learning to stay updated with the latest industry trends, technologies, and best practices Adaptability: Being open to new ideas and adaptable to changing circumstances in dynamic business environments. Desirable: Experience and study requirements 1 year experience as Quality Analysts, Continuous Improvement. Experience working in collections for a financial institution or customer service. Graduated in administrative, economics, finance, psychology or engineering careers. Previous experience working at startups on early stage Benefits Work on a problem that matters and help change customers' lives. Build a lasting company from the very beginning, helping define every aspect of it. Massive market opportunity ahead of us; we are growing faster than pretty much any other fintech lender was at our stage. Work alongside a great and diverse team that cares about what we are doing and how we are doing it. Generous compensation, including equity, 100% health insurance (and 100% for dependents), flexible time-off, learning budget, and visa sponsorship for foreigners. #J-18808-Ljbffr