Collections Training and QA Manager

Job Description

About The Role MSB is building out its offshore collections support team, and we are hiring one senior professional to own both sides of agent performance: how our collectors are trained, and how their work is measured. This is a single, combined role. You will build the training curriculum that gets new collectors call-ready, and you will run the QA program that keeps every conversation compliant and effective once they are on the floor. If you have only ever done one of these two disciplines, this role will not be the right fit. Twelve months in, you will have a documented onboarding program, a scored QA framework tied to real compliance risk, and a monthly reporting rhythm that tells leadership exactly where agent performance stands and what is being done about it. About Midwest Service Bureau Founded in 1970, Midwest Service Bureau, LLC is a multi-state, third-party accounts receivable management and debt collection agency headquartered in Wichita, Kansas. We recover medical, property management, and commercial accounts, and we also provide early-out collections, skip tracing, and compliance-driven recovery services. MSB is part of Account Recovery Group, a family of accounts receivable, financial services, and technology companies. What You'll OwnTraining Build and maintain the new-hire onboarding curriculum for collections agents — call flow, negotiation, objection handling, systems navigation, and US collections compliance. Deliver live virtual training sessions and produce the supporting materials: decks, call guides, scripts, knowledge checks, and e-learning modules. Run continuous education and refresher training driven by QA findings, client feedback, and regulatory changes. Measure training effectiveness through speed-to-proficiency, nesting performance, and post-training QA scores — and report on it. Quality Assurance Own the QA scorecard, calibration process, and audit methodology for the collections floor. Monitor and score calls and account documentation against FDCPA, Regulation F, HIPAA, TCPA, and client-specific requirements. Run regular calibration sessions with supervisors and client stakeholders so scoring stays consistent. Deliver root-cause analysis on quality trends and turn findings into coaching plans, not just reports. Escalate compliance risks promptly and clearly to US leadership. What We're Looking ForRequired 5+ years of combined experience in training and quality assurance within collections, accounts receivable management, or a financial services contact center. Direct experience supporting large collections teams — you have owned training or QA for floors of 100+ agents, not small pods. Experience at a recognized third-party collections agency, large ARM provider, or a major BPO servicing US collections clients. Please name the account or program in your application. Working knowledge of US collections regulations: FDCPA, CFPB Regulation F, TCPA, and HIPAA as it applies to medical debt. Demonstrated ability to build a training curriculum or QA scorecard from scratch, not just deliver someone else's. Excellent spoken and written English, with the presence to train and coach adults over video. Reliable home office setup: quiet, dedicated workspace; wired internet of at least 25 Mbps; a working backup connection and power plan. Ability to work the full US Central Time business day. Preferred Experience in medical or healthcare receivables. Familiarity with call recording and speech analytics platforms. Certification such as ACA International Professional Collection Specialist, Six Sigma, or an instructional design credential. Experience training remote or distributed teams. Compensation & Setup Competitive monthly salary, based on experience and scope of prior team size. Night shift differential. Paid time off and Philippine holiday observance. Full remote — work from anywhere in the Philippines. Equipment and internet allowance provided. Direct hire by MSB with direct reporting to US leadership. This is not an agency placement. How To Apply Apply through Indeed with your CV. In your application, please tell us: 1. The largest collections team you have supported, and the headcount. 2. Which agency, ARM provider, or BPO program you did that work for. 3. Whether your experience is in training, QA, or both — and how long in each. Applications without a stated team size will not be reviewed. Pay: Php30,000.00 - Php50,000.00 per month Benefits Work from home Work Location: Remote