Quality Assurance & Training Manager

The Quality Assurance & Training Manager is responsible for overseeing and improving quality assurance processes while developing and implementing training programs to enhance employee performance. This role ensures compliance with industry standards, company policies, and customer expectations by monitoring, evaluating, and optimizing operational procedures.

Key Objectives:

• Maintain professional level of debt collection service with main focus on field collection
• Oversee training activities and training materials to assure full competency of nation-wide collections team
• Assure proper tracking and resolution of any complaints

Job Responsibilities:

• Design quality management processes for field collection and phone collection to assure professional and fully compliant service
• Design workforce monitoring processes for prevention of fraud or any violation of company work procedures, including diligent use of cash payment acknowledgement receipts
• Monitor, report and resolve any complaints or other extraordinary cases in full cooperation with our partnering lending institutions
• Assure that serious complaints are carefully treated even during weekends or holidays
• Support the Operations Manager with implementation of these aforementioned processes
• Monitor regular management reports for detection of any problems or opportunities for improvement
• Develop and deliver training materials and training programs for collection teams (onboarding, growth, refreshers)
• Support Operations team with feedback and personalized coaching activities for low-performers

Job Requirements:

• Bachelor's degree in Business, Finance, or a related field (preferred)
• 3+ years experience with team leadership
• 3+ years experience with service quality management
• Prior experience with collections, financial services or field services such as ride-hailing is an advantage
• Strong knowledge of debt collection regulations (FDCPA, CFPB, TCPA, and state laws)
• Can start ASAP