As a Collections Quality Assurance (QA) Officer, you will monitors, evaluates, and improves debt collection processes to ensure compliance with company policies, legal regulations, and industry standards. They audit call quality, review documentation for accuracy, identify training gaps, and implement measures to enhance collection efficiency and customer service.
Key Responsibilities
- Call Monitoring and Calibration: Conduct regular, often weekly, call monitoring sessions to ensure collections agents adhere to proper communication practices.
- Compliance and Risk Management: Ensure compliance with internal credit and collection policies to minimize risk.
- Performance Enhancement: Identify gaps in agent performance and initiate training programs or improvements in procedures.
- Reporting and Analysis: Review and document MIS reports on unit performance and errors.
- Customer Complaint Resolution: Assist in resolving disputes to ensure fair treatment of customers while securing payments.
Required Skills and Qualifications
- Experience in collections, debt recovery, or quality assurance within banking/financial services.
- Strong knowledge of credit and collection procedures.
- Analytical skills to identify trends and process improvement opportunities.
- Excellent communication skills for delivering feedback to agents and team leaders.
