Collections Quality Control Manager

Job Description

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.