Quality Assurance Lead - Collections

Role Overview

The Quality Assurance Lead at Astra Tech serves as the key driver for upholding and enhancing quality standards throughout all collection interactions. This position extends beyond routine call monitoring by establishing comprehensive QA frameworks, crafting detailed training materials, designing operational workflows, and actively promoting performance enhancement across the collections department. The lead functions as the custodial figure for internal standards, ensuring every customer engagement aligns with compliance, effectiveness, and consistency.

Core Responsibilities

• Conduct systematic evaluation of both incoming and outgoing collection calls during all delinquency phases (from S1 through M2+ and late stages), including live and recorded communications.
• Assess agent performance using a standardized QA scoring system focusing on compliance, negotiation effectiveness, empathy delivery, script adherence, and policy alignment.
• Maintain a structured call monitoring timetable to guarantee that supervisory teams meet minimum monthly review targets for each agent.
• Generate individualized QA scorecards featuring comprehensive feedback, ratings, and improvement recommendations, disseminated to supervisors and the Collections Operations Lead.
• Detect recurring agent errors, identify compliance shortfalls, and uncover missed negotiation opportunities to inform targeted coaching and training initiatives.
• Develop, document, and oversee end-to-end operational processes for collections, including call handling protocols, escalation procedures, treatment requests, and compliance guidelines.
• Ensure all operational processes are version-controlled, clearly documented, accessible, and regularly reviewed to stay current with strategic or policy modifications.
• Collaborate with strategy and operations leadership to translate strategic updates into actionable process revisions.
• Manage the QA framework covering criteria, calibration methodology, schedule adherence, and exception management.
• Support audits and compliance assessments by providing process documentation, QA reports, and evidentiary records of corrective actions executed.
• Lead the design and continuous enhancement of collections training programs, including onboarding, refresher courses, and specialty modules for supervisory personnel.
• Create practical, scenario-driven training addressing negotiation tactics, objection management, compliance essentials, product understanding, and system navigation.
• Develop role-specific instruction tailored to various delinquency stages to clarify strategic objectives, treatment guidelines, and escalation protocols.
• Maintain a comprehensive collections knowledge repository, including scripts, call guidelines, policy summaries, FAQs, and process mappings, updated dynamically as strategies evolve.
• Work closely with supervisors to identify skill deficiencies and design bespoke training modules to mitigate recurrent performance or compliance challenges.
• Produce detailed weekly and monthly QA reports analyzing call quality, compliance statistics, first-call resolution rates, and agent progress.
• Present QA findings and strategic recommendations during operational review meetings, highlighting critical compliance risks and acknowledging improvements.
• Maintain a documented QA issues log tracking problem identification, assigned responsibilities, and resolution progression to ensure accountability.
• Contribute actionable QA insights into periodic strategy reviews, highlighting behavioral trends indicative of process or strategic misalignment.
• Facilitate regular calibration meetings with supervisors to align scoring standards, settle scoring discrepancies, and enforce uniform application of QA criteria.
• Benchmark QA practices against industry and regulatory standards and propose necessary framework adjustments.
• Administer the QA appeals mechanism by reviewing disputed evaluations impartially and documenting resolutions to uphold integrity.

Candidate Requirements

• At least 1 year of relevant experience in collections, contact centers, or credit operations environments.
• Proven background in quality assurance, call monitoring, or collections compliance, preferably in banking, fintech, or financial services sectors.
• Experience in creating training content, operational documentation, or process playbooks is highly desirable.
• Familiarity with collections platforms such as dialers, CRM software, and workforce management tools is advantageous.
• Excellent analytical skills to objectively evaluate agent interactions and convert those insights into actionable coaching.
• Strong written communication abilities to produce clear, well-organized process documents, training content, and QA reports.
• Attention to detail with a commitment to accuracy, consistency, and regulatory compliance.
• Effective communicator capable of delivering constructive feedback and presenting findings to leadership.
• Highly organized and self-motivated, with the ability to manage multiple priorities including monitoring, training, and reporting concurrently.
• Collaborative working style to engage with supervisors, strategy, and operations teams to achieve objectives without direct authority.

Performance Indicators

• Achieve targeted average QA call scores across all collections agents.
• Maintain or exceed planned agent call monitoring percentages monthly.
• Decrease repeated compliance errors and policy violations on a quarterly basis.
• Ensure high completion rates for both new hire onboarding and refresher training sessions.
• Deliver weekly and monthly QA reports punctually and with high quality.
• Attain high calibration consistency among supervisors, as measured by inter-rater reliability.