Quality Control (collection improvement)

Job Summary

We are seeking a detail-oriented QC Collection Improvement Specialist with at least 1-3 years of experience in Fintech or Financial Services. This role focuses on monitoring collection performance, identifying operational gaps, evaluating collection quality, and driving continuous process improvements to enhance collection effectiveness and compliance.

Key Responsibilities

• Monitor and evaluate collection activities, call quality, and adherence to SOPs.

• Analyze collection performance, identify recurring issues, and recommend improvement strategies.

• Conduct quality reviews of collection agents’ interactions, documentation, and follow-up processes.

• Prepare QC reports, track quality KPIs, and provide actionable feedback to collection teams.

• Collaborate with Collection, Risk, and Compliance teams to improve workflows and collection effectiveness.

• Support the development of QC standards, checklists, and corrective action plans.

Requirements

• Minimum 3 years of experience in QC, Collection Quality, or Collection Operations within Fintech or Financial Services.

• Strong understanding of debt collection processes and collection performance metrics.

• Excellent analytical skills, attention to detail, and problem-solving abilities.

• Proficient in Microsoft Excel or Google Sheets.

• Strong communication skills and ability to drive continuous improvement.