Vana

Mobile app-based micro-loans for the unbanked

Collections Quality Analyst

Regulatory Compliance & EthicsConfirmed live in the last 24 hours

Full-timeGuatemalaNo salary listed

About the Job

Requirements

Be an active student of Industrial Engineering, Business Administration, or a related field.
Have at least 1 year of experience in roles related to collections management across different delinquency stages, call center work, or customer service.
Be available to work 100% in person in Zone 10.
Have proficiency in Office 365, especially Excel for preparing reports.

Responsibilities

Audit collection calls and interactions according to current QA methodologies, criteria, and standards.
Verify compliance with legal and regulatory requirements and customer-protection policies.
Document results clearly, promptly, and in a structured manner using assigned tools, supporting findings with objective evidence.
Provide recommendations for interactions where opportunities to improve collection practices are identified.

Desired Qualifications

Knowledge or experience as a QA analyst in a call center.

Salary Range: 0 to 0 (Currency: GTQ) (Pay period: per-month-salary)

Propósito del puesto:

Ejecutar las evaluaciones de calidad de las interacciones de cobranza (tanto llamadas entrantes como salientes), asegurando el cumplimiento de los estándares de calidad, lineamientos de protección al cliente, normativas aplicables y criterios definidos por el área de QA. El analista detecta desviaciones y riesgos operativos o regulatorios, documenta hallazgos de forma objetiva y contribuye al fortalecimiento continuo del proceso de cobranza.

Funciones principales:

Auditar llamadas y gestiones de cobranza conforme a las metodologías, criterios y estándares vigentes de QA.
Verificar el apego a normativas legales, regulatorias y políticas de protección al cliente.
Documentar resultados en las herramientas asignadas de forma clara, oportuna y estructurada, respaldando los hallazgos con evidencia objetiva.
Brindar recomendaciones en interacciones donde se detecten áreas de oportunidad en la gestión del cobro.

Requisitos:

Estudiante activo de Ingeniería Industrial, Administración de Empresas o carreras afines.
Mínimo 1 año en roles relacionados con gestión de cobranza en diferentes moras, call center o atención al cliente.
Deseable conocimiento como analista de QA en Call Center.
Manejo de Office 365 (especialmente Excel para elaboración de reportes).
Disponibilidad de laborar 100% presencial en zona 10.

About the Company

Vana

Mobile app-based micro-loans for the unbanked

Vana is a Latin American fintech that provides micro-loans to people underserved by traditional banks, starting in Guatemala in 2017 and expanding to the Dominican Republic in 2022. Its main product is an Android app that lets users apply for small loans (Q200–Q2,500) in minutes, with cash pickup options for those without bank accounts. The company uses a credit model based on alternative data and machine learning to assess creditworthiness for customers with little or no formal history, and a tiered system rewards on-time repayment by increasing credit limits and lowering rates. Its goal is to expand financial inclusion by delivering accessible credit through a mobile platform and helping users build a credit history quickly without relying on traditional banks.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Guatemala City, Guatemala
Founded: 2018

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