Collections Quality Control Supervisor/Manager

The Collections Quality Control Supervisor/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.