This position manages quality in collections department to ensure adherence to the laid procedure, high level of customer satisfaction and continuous improvement of business results.

• To drive the Quality Awareness culture
• Design and implement an effective quality management system within the collections organization, in line with organizational business objectives and monitor its continual improvement
• Build and maintain an adequate departmental structure and staffing in line with the quality and business objectives
• Plan and manage the overall affairs of the Quality Management Department, including budgeting, staffing, monitoring, etc.
• Plan, manage and be responsible for the performance of the department, as also their skills building and career development activities
• Organize, manage and impart appropriate training on quality practices and processes to ensure adherence to the SOP and bringing in continuous improvement
• Ensure timely resolution of quality related issues
• Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts.
• Develop, maintain & audit QA policy, procedures & processes
• Driving customer satisfaction and quality by the use of improvements to business processes / procedures

• Candidate must possess at least a Bachelor's Degree, Master's Degree / Post Graduate Degree, any field.
• At least 8 year(s) experience in call center quality professional with experience in managing large teams
• Experience in field will be an added advantage
• Structured, logical, and driven person
• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills
• Decent English communication is mandatory