About the role
Job Overview: The Assistant Manager - Quality will be responsible for overseeing and ensuring the quality of third-party collection processes for our clients in the USA. The role requires a keen eye for detail, strong analytical skills, and the ability to implement and maintain quality assurance standards. This position will involve close collaboration with various teams to ensure compliance with industry regulations and client requirements
Key Responsibilities:
- Quality Assurance:
- Implement and maintain quality assurance protocols.
- Conduct regular audits and assessments.
- Monitor and report on key performance indicators (KPIs).
- Process Improvement:
- Identify and implement process improvements.
- Collaborate with teams to enhance efficiency.
- Compliance:
- Ensure adherence to laws, regulations, and client requirements.
- Stay updated on industry standards.
- Team Leadership:
- Lead and mentor the quality assurance team.
- Develop and deliver training programs.
- Client and Vendor Relations:
- Maintain strong client and vendor relationships.
- Address and resolve quality-related issues.
Qualifications:
- 5+ years in quality assurance, in third-party collections.
- Knowledge of USA collections laws (e.g., FDCPA, TCPA).
- Strong analytical, leadership, and communication skills.
Preferred Qualifications:
- Experience with international clients and vendors.
- Proficiency in data analysis and reporting tools.