Sr Quality Analyst - Collections

About CleanHarbors

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

THE OPPORTUNITY:

Clean Harbors Finance Operations is looking for a dynamic and experienced Senior Quality Analyst to join our Collections team. This role is critical in driving process excellence, enhancing collector capability, and improving the overall quality of customer interactions. The ideal candidate will bring analytical rigor, attention to detail, and a passion for continuous improvement. This is a high-impact role with visibility to leadership and direct influence on operational outcomes.

Purpose of the Role

The Senior Quality Analyst will be responsible for auditing and evaluating outbound collection calls, email communications, and other customer interactions made by our collections team. The role aims to ensure adherence to compliance, tone, accuracy, and process guidelines. The analyst will also design improvement plans, conduct feedback sessions, collaborate with team leads, and present insights to senior leadership to drive quality-driven performance and customer experience.

RESPONSIBILITIES

Role Requirements

• Strong working knowledge of Collections processes (preferably in a shared service or global B2B environment)

• Proficient in call monitoring, email auditing, and root cause analysis

• Ability to interpret trends, identify performance gaps, and recommend process improvements

• Exceptional communication skills and confidence in presenting to leadership

• Capability to coach and develop collectors through structured feedback and targeted interventions

• Process design/re-design capabilities to create scalable quality monitoring and feedback loops

Role and Responsibilities

• Conduct daily audits of collection calls, emails, and system notes for quality, compliance, and process adherence

• Score collector interactions using defined quality metrics and maintain transparent quality dashboards

• Provide timely and constructive feedback to agents to improve communication, negotiation, and customer handling skills

• Partner with Team Leads and Operations Managers to identify performance gaps and support remediation plans

• Design and enhance audit frameworks, SOPs, and quality scorecards as needed

• Compile and present weekly/monthly quality performance reports to leadership with insights and action plans

• Contribute to building a strong, capable collections team by leading training refreshers, simulations, and targeted coaching sessions

• Ensure all collector communications align with regulatory standards, customer sensitivity, and company expectations

• Conduct trend analysis to identify systemic issues and support continuous process improvement initiatives

• Act as a quality ambassador, ensuring alignment between customer experience, compliance, and business goals.

QUALIFICATIONS

Eligibility and Qualifications

• Bachelor’s degree in business, Finance, or a related field

Professional Experience:

• 7-11 years of relevant experience in Collections, Quality Assurance, or Process Excellence roles

• Experience in people management and strategic consulting is highly desirable.

• Experience in B2B collections or shared service environments is highly desirable

Technical Competencies:

• Hands-on experience with QA tools, call monitoring systems, and CRM platforms.

• Advanced Excel and PowerPoint skills; experience with analytics or BI tools is a plus

• Strong understanding of data collection, processing, management principles, and business operations.

Soft Skills:

• Excellent communication and presentation skills with the ability to translate complex data findings into clear, actionable insights for non-technical stakeholders.

• Strong interpersonal skills with the ability to engage across levels – from frontline agents to senior leadership

• Proven ability to manage multiple projects simultaneously, prioritize tasks effectively, and meet tight deadlines.

• Strong problem-solving skills, attention to detail, and the ability to think critically about data and its impact on business decisions.

Language Proficiency:

• Fluent in English, with strong verbal and written communication skills.