Quality Assurance Lead — Collections

Role Purpose

• Call Monitoring & Evaluation

• Conduct extensive and systematic monitoring of inbound and outbound collections calls across all delinquency stages (S1 through M2+ and late-stage), covering both live and recorded interactions.
• Evaluate agent performance against a standardised QA scorecard — assessing compliance, negotiation quality, empathy, script adherence, and policy conformance.
• Maintain a structured monitoring schedule ensuring minimum monthly call reviews per agent are met across all supervisory teams.
• Produce individual agent QA scorecards with detailed feedback, ratings, and recommended actions, shared with supervisors and the Collections Ops Lead.
• Identify patterns in agent errors, compliance gaps, and missed negotiation opportunities — translating findings into targeted coaching and training interventions.

• Process Design & Governance

• Design, document, and maintain end-to-end collections operational processes — including call handling procedures, escalation workflows, treatment request processes, and compliance protocols.
• Ensure all processes are version-controlled, clearly written, and accessible to agents and supervisors, with regular review cycles to reflect strategy or policy changes.
• Collaborate with the Strategy Lead and Collections Ops Lead to translate strategy updates into clear operational process amendments.
• Develop and maintain the QA framework including scorecard criteria, calibration methodology, evaluation frequency standards, and exception handling procedures.
• Support audit and compliance reviews by providing process documentation, QA reports, and evidence of corrective actions taken.

• Training Material Development

• Own the creation and continuous improvement of collections training materials — including onboarding programmes for new joiners, refresher content for existing agents, and specialist modules for supervisors.
• Develop practical, scenario-based training content covering negotiation techniques, objection handling, compliance requirements, product knowledge, and system navigation.
• Build role-specific training for each delinquency stage, ensuring agents understand the strategic intent, treatment parameters, and escalation thresholds for their assigned bucket.
• Create and maintain a collections knowledge base covering scripts, call guides, policy summaries, FAQ documents, and process maps — keeping all materials current as strategies evolve.
• Work closely with supervisors to identify skill gaps and design targeted learning modules that address recurring performance or compliance issues.

• Performance Reporting & Insights

• Produce weekly and monthly QA performance reports covering call quality scores, compliance rates, first-call resolution trends, and agent-level improvement tracking.
• Present QA findings and recommendations in regular operations review meetings, flagging critical compliance risks and celebrating performance improvements.
• Maintain a QA issues log, tracking identified gaps, assigned actions, responsible owners, and resolution status to ensure accountability and follow-through.
• Contribute QA insights into the collections strategy review cycle, surfacing ground-level behavioural patterns that may indicate strategy or process misalignment.

• Calibration & Standards

• Lead regular calibration sessions with supervisors to align on scoring standards, resolve evaluation disputes, and ensure consistent application of the QA framework across all teams.
• Benchmark QA standards against industry best practices and regulatory expectations, proposing framework updates where gaps are identified.
• Manage the QA appeals process — reviewing contested evaluations objectively and documenting outcomes to maintain framework integrity.

Experience

• Minimum 1 year of experience in a collections, contact centre, or credit operations environment.
• Demonstrated experience in quality assurance, call monitoring, or collections compliance — ideally within a bank, fintech, or financial services organisation.
• Prior experience designing training content, process documentation, or operational playbooks is strongly preferred.
• Exposure to collections technology platforms (dialers, CRM systems, workforce management tools) is an advantage.

Skills & Competencies

• Strong analytical and evaluative skills — able to assess agent interactions objectively and translate observations into actionable coaching.
• Excellent written communication skills for producing clear, structured training materials, process documents, and QA reports.
• Detail-oriented with a high standard for accuracy, consistency, and policy compliance.
• Confident communicator — able to deliver constructive feedback to agents and present findings to senior management.
• Self-driven and organised, capable of managing multiple workstreams (monitoring, training, reporting) simultaneously.
• Collaborative mindset — works effectively with supervisors, strategy, and operations teams without direct authority over them.

Success Metrics

• Average QA call score across the collections floor (target threshold to be set by management).
• % of agents monitored per month vs. scheduled target.
• Reduction in repeat compliance errors and policy breaches quarter-on-quarter.
• Training completion rates for new joiner onboarding and refresher programmes.
• Timeliness and quality of QA reporting — weekly and monthly packs delivered on schedule.
• Calibration consistency score across supervisors (inter-rater reliability).