Project Manager - Analyst - Master Coach with NLP

Lead the creation and monitoring of quality processes in the debt collection management of delinquent clients. Define and achieve qualitative and quantitative goals in portfolio recovery.
Conduct analysis and monitoring of key performance indicators (KPIs) related to collection, such as agreement efficiency, portfolio effectiveness, and contact rate. Coordinate with international agencies to align goals and indicators, ensuring high-quality debt collection management.
Apply industry regulations, integrating high-quality standards into processes.
Train and support agency teams on our processes to ensure proper implementation.
Design and supervise an online training plan for agencies, integrating artificial intelligence (AI) solutions.

Lead and execute quality control processes to optimize collection operations.
Conduct audits to ensure strict compliance with policies and regulatory requirements.
Collaborate on customized training programs based on audit findings for continuous improvement.
Supervise, train, and foster collaboration within multinational teams to optimize collection strategies. Proactively resolve disputes and promptly address issues related to quality.
Maintain updated execution performance in line with industry regulations, integrating them into quality standards

Coordinate process improvements and conduct individual coaching to ensure efficient task execution.
Deliver training programs for the effective use of tools like Botmaker and CRM systems, fostering adoption and efficiency.
Maintain an online learning platform, ensuring
accessibility to resources and up-to-date training materials.
Developing processes and improving the Botmaker platform structure by collaborating with cross-functional and external teams.