Quality Assurance Lead – Collections

About the role

The Quality Assurance Lead – Collections is responsible for establishing and maintaining quality standards across all collections interactions. The role designs QA frameworks, creates training material, and drives performance improvement on the collections floor. Acts as the internal standard‑bearer ensuring compliance, effectiveness and consistency in every customer touchpoint.

Key responsibilities

• Conduct systematic monitoring of inbound and outbound collections calls across all delinquency stages, evaluating agents against a standardized QA scorecard covering compliance, negotiation quality, empathy, script adherence and policy conformance.
• Produce detailed QA scorecards with feedback and recommended actions, share results with supervisors and the Collections Operations Lead, and identify patterns for targeted coaching.
• Design, document and maintain end‑to‑end collections operational processes, escalation workflows and compliance protocols, ensuring version control and regular updates.
• Develop and maintain the QA framework, including scorecard criteria, calibration methodology, evaluation frequency and exception handling procedures, and support audit and compliance reviews.
• Own the creation and continuous improvement of collections training materials, onboarding programmes, refresher content and specialist modules for each delinquency stage.
• Build and keep up‑to‑date a collections knowledge base containing scripts, call guides, policy summaries, FAQs and process maps.

Required profile

• Proven experience in quality assurance within a collections or call‑center environment.
• Strong understanding of compliance, negotiation techniques and collections strategies across multiple delinquency stages.
• Excellent analytical skills with the ability to translate monitoring data into actionable coaching plans.
• Detail‑oriented mindset for process documentation and governance.
• Effective communication skills to collaborate with supervisors, strategy leads and operations managers.

Required skills

• QA scorecard design and calibration
• Call monitoring and evaluation
• Process documentation and version control
• Training material development
• Knowledge‑base management