Junior Quality Analyst

Junior Quality Analyst – Recovery Payment Campaigns

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.

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

LTVplus is a remote‑first company delivering customer experiences for brands worldwide. We have a global team that embraces flexibility and diversity.

• 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.

• 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, Help Scout, or similar systems.
• Experience using call recording platforms such as Mojo Dialer, Ring Central, Aircall, or equivalent.
• Proficient in Google Workspace, especially Google Sheets; experience with Gemini AI and Data Studio is an advantage.

For internal candidates we’re looking for someone who has either prior quality auditing experience or hands‑on experience in Recovery Payments.

• 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.

• 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, Hub Spot).
• A quiet, cozy workspace to handle calls and chats like a pro.