The Collections Quality Control Manager is responsible for overseeing training, quality assurance, performance monitoring, and compliance for both Desk and Field Collections teams. This role combines end-to-end responsibility for training development, quality audits, coaching, risk identification, and regulatory adherence, ensuring consistent, ethical, and effective collection operations across all channels.
The role serves as a key partner to Operations, Risk, Legal, Compliance, and HR, ensuring that collection activities align with company policies, regulatory requirements, and approved KPIs.
Key Responsibilities
Training & Capability Development
- Analyze training needs based on competency gaps, performance data, audit findings, business changes, and field and desk observations.
- Design, develop, and deliver onboarding, refresher, and advanced training programs for Desk and Field Collection agents.
- Develop, maintain, and update training materials, including modules, slides, SOPs, work guidelines, scripts, and job aids.
- Support the end-to-end onboarding process for new hires for both field and desk, ensuring readiness before live deployment.
- Conduct regular refresher training on collection policies, customer treatment, compliance requirements, and ethical standards.
- Evaluate training effectiveness using performance metrics and quality results and implement continuous improvement initiatives.
- Act as a communication bridge for new or updated policies, procedures, KPIs, and regulatory changes affecting collections.
Quality Control & Performance Monitoring
- Conduct quality audits including call monitoring for desk, field visit validations, and documentation checks, and case reviews.
- Evaluate agent performance against quality standards, KPIs, behavioral expectations, and compliance requirements.
- Identify policy violations, process gaps, behavioral risks, and operational weaknesses, and recommend corrective actions.
- Provide coaching, corrective feedback, and development plans for desk and field agents, QC team leaders, and supervisors.
- Support Performance Improvement Plans (PIPs) and corrective actions for underperforming agents.
- Handle escalated customer complaints or sensitive cases requiring advanced review or intervention.
- Ensure all quality findings, audit results, coaching sessions, and training records are accurately documented in company systems.
Compliance, Risk & Reporting
- Ensure all Desk and Field Collection activities comply with company policies, customer treatment standards, and regulatory requirements.
- Partner with Risk, Legal, and Compliance teams to identify trends, emerging risks, and preventive controls.
- Prepare and present regular management reports covering:
- Training activities and completion rates
- Quality audit results and trends
- Compliance risks and behavioral issues
- Performance improvement outcomes
- Support internal and external audits by providing documentation, findings, and corrective action tracking.
Qualifications & Requirements
- Bachelor's degree or equivalent professional qualification (Minimum Diploma acceptable for candidates with strong QC background)
- At least 5 years of experience in collections training, quality assurance, or supervisory roles.
- Proven experience handling both Desk Collections and Field Collections is strongly preferred.
- Strong background in:
-Training needs analysis and curriculum development
-Quality audits, performance evaluations, and case/call reviews
- Solid understanding of collection ethics, customer treatment, consumer protection, and data privacy regulations.
- Experience in a financing company or fintech environment is highly preferred.
- Proficient in Microsoft Office (Word, Excel, PowerPoint); familiarity with CRM and LMS tools is an advantage but not mandatory.
- Strong analytical, decision-making, and problem-solving skills.
- Highly detail-oriented with a strong commitment to quality, accuracy, and compliance.
- Disciplined, proactive, flexible, and able to adapt to changing policies and targets.
- Strong communication skills in English, both written and verbal.
- Demonstrates high integrity and professionalism in enforcing standards and compliance.
