Bilingual Collections Associate - -, Santo Domingo, Dominican Republic

Job Description · Quality Assured Solutions Inc. (QAS) is a technologically driven Barbadian BPO provider specialising in contact centre and receivables management services across the Caribbean markets. We deliver tailored, compliant, and results-driven solutions while maintainin ...

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Job Description

Quality Assured Solutions Inc. (QAS) is a technologically driven Barbadian BPO provider specialising in contact centre and receivables management services across the Caribbean markets. We deliver tailored, compliant, and results-driven solutions while maintaining the highest standards of ethical collections and consumer dignity. Our culture is grounded in accountability, professionalism, and continuous improvement. As QAS expands, we are seeking Bilingual Customer Support Advisors to support high-value, and more complex Caribbean debt collection portfolios.

This role is suited to experienced collections professionals who demonstrate strong judgement, sound negotiation skills, and the ability to manage nuanced consumer conversations with confidence and professionalism in Spanish and in English.

Role Overview

Our Bilingual Customer Support Advisors of our regional portfolios are responsible for managing assigned accounts across multiple Caribbean jurisdictions, securing sustainable payment arrangements, and contributing to consistent monthly collections performance. This role requires a higher level of autonomy, discretion, and accountability than a standard collections position and will involve handling more complex payment negotiations, sensitive hardship cases, and portfolio-specific nuances in Spanish and English.

Key Responsibilities

In Spanish and English:

• 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.

Qualifications and Experience

• Associate's or Bachelor's degree preferred; significant relevant experience will be considered in lieu of formal qualifications.
• Minimum of one (1) years' experience in debt collection, credit control, financial services, or a contact centre environment.
• Demonstrated experience handling high-value or more complex accounts is required.
• Exposure to engaging consumers across Caribbean markets, in Spanish and English
• Personal or professional exposure to Caribbean communities: specifically Jamaican, Dominican Republic 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.

Core Competencies and Requirements

• Fluent written and spoken Spanish and English is essential for this role
• Excellent verbal, written, and electronic communication skills.
• Professional, respectful, and composed approach in all consumer interactions.
• Strong personal integrity and a demonstrated commitment to confidentiality.
• Ability to work independently with minimal supervision while contributing positively to team outcomes.
• Comfortable operating in a performance-driven environment with clear expectations and accountability.
• Willingness to comply fully with company policies, procedures, and quality standards.

What We Offer

• 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.

How to Apply

Interested candidates are invited to submit their application via the BambooHR link only, including a current résumé and a brief cover letter outlining their relevant experience and interest in the role.

Quality Assured Solutions Inc. is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace and encourage all qualified applicants to apply.