Quality Assurance Lead Collections

About the role

The Quality Assurance Lead Collections will set and maintain quality standards across all collections interactions. This role designs QA frameworks, creates training material, and drives performance improvement on the collections floor.

Key responsibilities

• Monitor inbound and outbound collections calls across all delinquency stages, using a standardized QA scorecard.
• Produce detailed QA scorecards, feedback and action plans for agents and supervisors.
• Identify patterns of compliance gaps and negotiate opportunities, translating findings into coaching interventions.
• Design, document and version‑control end‑to‑end collections processes, escalation workflows and compliance protocols.
• Collaborate with Strategy and Operations leads to align processes with strategic updates.
• Develop and maintain the QA framework, including scorecard criteria, calibration methods and evaluation frequency.
• Create and continuously improve collections training materials and operational playbooks.

Required profile

• Minimum 12 months of experience in quality assurance within a collections or call‑centre environment.
• Strong understanding of collections compliance and negotiation best practices.
• Ability to design clear, version‑controlled process documentation.

Required skills

• Collections technology platforms
• Process documentation
• Dialers
• Collections compliance
• Workforce management tools
• Operational playbooks
• Call monitoring
• CRM systems
• Quality assurance