QC Manager
2 days ago
Job Responsibilities
- 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
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