Hybrid Senior Customer Support Advisor – Collections

at Quality Assured Solutions, LLC

• Job title: Senior Customer Support Advisor – Collections
• Job type: Contract
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Warrens, Barbados

About the role

• Senior Customer Support Advisor managing Caribbean portfolios for Quality Assured Solutions Inc. Engaging consumers to negotiate repayments and ensuring compliance with collection practices.

Responsibilities

• Proactively contact consumers with outstanding balances across assigned Caribbean portfolios via telephone, email, messaging platforms, and written correspondence.
• Negotiate and secure repayment arrangements aligned with consumers’ financial capacity and client expectations.
• Apply sound judgement and discretion when managing complex or sensitive cases, including hardship-related scenarios.
• Demonstrate cultural awareness and clear communication when engaging consumers across diverse Caribbean markets.
• Accurately document all communications, promises, and payments in the company CRM system in accordance with internal standards.
• Maintain full compliance with QAS policies, client requirements, and applicable debt collection regulations.
• Consistently meet or exceed assigned productivity and collections performance targets.
• Support quality standards by adhering to best-practice call handling and documentation requirements.
• Escalate complex matters appropriately and in a timely manner in line with internal procedures.

Requirements

• Associate’s or Bachelor’s degree preferred; significant relevant experience will be considered in lieu of formal qualifications.
• Minimum of three (3) years’ experience in debt collection, credit control, or a contact centre environment.
• Demonstrated experience handling high-value or more complex accounts is required.
• Exposure to engaging consumers across Caribbean markets, Personal or professional exposure to Caribbean accents: specifically Jamaican and/or Trinidadian accents, is a strong asset.
• Strong negotiation, analytical, and problem-solving skills.
• High attention to detail with proven accuracy in record-keeping and follow-up.
• Working knowledge of CRM systems and Microsoft Office applications.
• Understanding of ethical collections practices, data protection, and confidentiality standards.

Benefits

• Competitive base salary commensurate with experience, with performance-based incentives.
• Structured onboarding and portfolio-specific training.
• Ongoing coaching and professional development opportunities.
• Critical illness and life insurance options.
• A supportive, professional, and growth-oriented work environment within a locally-owned organisation.