Quality Manager - Telecalling

About the role

Quality & Training is a critical role responsible for developing and implementing Quality Assurance and Training strategies in the Collections Telecalling division. This position ensures operational excellence, compliance with internal and regulatory standards, and continuous staff upskilling to enhance performance and customer experience.

What you'll do

• Develop and enforce QA frameworks and monitoring tools
• Monitor calls for adherence to scripts, client SLAs, and regulatory compliance
• Conduct audits, share insights, and drive Corrective and Preventive Actions (CAPA)
• Design and implement training programs for new hires and ongoing staff
• Deliver training on collection techniques, regulatory compliance, and soft skills

What you need

• Learning and development
• Problem solving
• Underwriting