Assistant Quality Control Desk Collection Manager

About the role

Assistant Quality Control Desk Collection Manager role focused on ensuring quality control monitoring activities for Desk Agents & Collection Automation are conducted in accordance with applicable procedures, policies, SOPs, and established work standards.

Key responsibilities

• Ensure that quality control monitoring activities for Desk Agents & Collection Automation are conducted in accordance with applicable procedures, policies, SOPs, and established work standards

• Evaluate violations or findings identified by the Quality Control team and escalate them to the relevant departments for corrective action

• Evaluate violation sanctions proposed by QC Agents and submit requests for sanction issuance in accordance with established procedures and applicable policies

• Manage and evaluate collection scripts used across automated channels and by Desk Agents to ensure consistency, effectiveness, and compliance with applicable standards

• Lead the testing of system-based Quality Control processes and provide feedback to vendors for next improvement

• Monitor team member productivity and KPI achievement, analyze performance gaps, and develop improvement plans

• Coordinate with other departments to resolve issues and ensure smooth business operations, in terms of both operational aspects and compliance

• Review team performance, analyze results, and provide work progress updates to the Manager

• Provide coaching, feedback, and guidance to enhance team members' competencies and development

• Support the Manager in strategy implementation, decision-making, and improving overall departmental performance

About you

• Minimum Bachelor degree in any field

• Previous experience in a supervisory role minimum 2 years or Assistant Manager role is preferred

• Experience in collection quality, compliance, legal, within the banking or fintech industry, or other financial services

• Good understanding and experience developing quality monitoring framework, processes, guidelines and collection SOPs

• Ability to analyze quality performance data, identify root causes, and develop corrective action plans

• Experience in managing compliance findings, corrective action plans, and remediation monitoring

• Familiarity with regulatory reporting, compliance documentation, and audit coordination

• Effective communication, stakeholder management, and cross-functional coordination skills

• Comfortable working in an AI-driven environment