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Addi
Bogotá, Bogota, CO
Source: Addi careers · View original posting
From Addi's posting. “We” and “our” refer to the employer.
We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly and grow together. Today, we serve over 3.6 million customers and partner with more than 55,000 merchants, making Addi Colombia’s fastest-growing marketplace.
With a state-of-the-art, technology-first approach, we provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing), bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers.
In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.
Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.
But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values every day.
Drive operational excellence by analyzing, providing feedback, and ensuring compliance with quality standards within the Collections team. This role's core purpose is to optimize the overall performance of the team, identify best practices, and improve the user experience through data-driven insights and continuous process improvement, ultimately enhancing the efficiency and effectiveness of debt recovery.
Ensure the implementation of a best-in-class quality framework for the Collections team, improving recovery rates and operational efficiency while maintaining a customer-centric approach. Build and lead a high-performance continuous improvement engine that proactively identifies and eliminates process friction, improves agent productivity, and instills a culture of data-driven process discipline.
This is a two-part conversation with the Hiring Manager and a Peer from the Customer Service team. We'll dive deep into your experience with quality analysis, continuous process improvement, tracking key metrics (QA scores, CSAT, NPS, etc.), and designing action plans. You'll also get a transparent, day-in-the-life perspective from a potential teammate.
Step 3: Business Case (60 min)
This is a practical, collaborative session where you'll be presented with a real-world quality and continuous improvement scenario relevant to Customer Service. It's your opportunity to showcase your analytical thinking, problem-solving skills, and how you'd approach diagnosing an opportunity to improve the customer experience.
We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback
, ensuring that you walk away with valuable insights from your experience with us.
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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