The Quality Assurance Lead is responsible for setting and maintaining the quality standard across all collections interactions. This role goes beyond call monitoring — it encompasses the design of QA frameworks, development of agent training materials, creation of operational processes, and active contribution to performance improvement across the collections floor. The QA Lead acts as the collections team’s internal standard‑bearer, ensuring every customer touchpoint is compliant, effective, and consistently delivered.

• Call Monitoring & Evaluation: Conduct extensive and systematic monitoring of inbound and outbound collections calls across all delinquency stages (S1 through M2+ and late‑stage), covering both live and recorded interactions; evaluate agent performance against a standardised QA scorecard — assessing compliance, negotiation quality, empathy, script adherence, and policy conformance; maintain a structured m...