Lead and manage the Quality Control function for the Collections team to ensure compliance with internal policies, regulatory standards, and operational excellence
Design and implement quality control procedures and performance monitoring frameworks
Conduct regular audits and call monitoring to assess adherence to collections scripts, guidelines, and customer interaction standards
Identify process gaps, areas for improvement, and training needs to enhance collection performance and customer experience
Collaborate with the Collections Manager to align on team KPIs and performance improvement strategies
Lead initiatives to update and refine Collections SOPs, including regulations, Do's & Don'ts, and compliance guidelines
Prepare and present weekly and monthly QC performance reports to management
Ensure integration of industry best practices into QC processes
Qualifications
Minimum 5+ years of experience in Collections, with at least 2 years in a Quality Control or managerial role within multi-finance, lending, or banking sectors
Strong understanding of collection operations, compliance standards, and quality frameworks
Proven experience in leading audit or quality teams for desk, field, or agency collections
Bachelor's Degree in a relevant field
Excellent communication skills, both verbal and written (English required)
Strong analytical mindset with attention to detail
