Analista de Calidad y Productividad

About the role

Banco LAFISE is looking for a Quality and Productivity Analyst who is passionate about operational excellence, metric analysis and service quality in the financial sector. The analyst will monitor, evaluate and audit the quality of collection negotiations and team performance, helping to mitigate risks and improve results.

Key responsibilities

• Monitor and audit call recordings, complaints and operational indicators related to collection processes.
• Analyze performance metrics to identify improvement opportunities and ensure regulatory compliance.
• Prepare consolidated reports, dashboards and metric summaries for management review.
• Collaborate with the collection team to implement corrective actions and productivity enhancements.

Required profile

• Bachelor's degree in Business Administration, Industrial Engineering, Economics or a related field.
• 1 to 2 years of experience in similar roles within contact centers, telemarketing or collections.
• Familiarity with local banking regulations, financial consumer protection and staged collection procedures.

Required skills

• Intermediate proficiency with MS Office, especially Excel for metrics and dashboards.
• Experience using call monitoring and quality evaluation tools.