Quality Assurance Lead — Collections

Role Purpose

The Quality Assurance Lead is responsible for setting and maintaining the quality standard across all collections interactions. This role goes beyond call monitoring — it encompasses the design of QA frameworks, development of agent training materials, creation of operational processes, and active contribution to performance improvement across the collections floor. The QA Lead acts as the collections team's internal standard-bearer, ensuring every customer touchpoint is compliant, effective, and consistently delivered.

Key Responsibilities

• 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.
  
  

Requirements

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).