Monitor and evaluate collections interactions to ensure compliance, service quality, and operational standards while identifying coaching opportunities.
Key Responsibilities
Review calls, chats, and emails using QA scorecards.
Ensure compliance with company policies and regulations.
Provide feedback and coaching to Collections Officers.
Identify quality trends and recommend improvements.
Prepare QA reports and maintain evaluation records.
Qualifications
Bachelor's Degree and 2+ years' experience in Collections, QA, Customer Service, or Contact Centre Operations.
Skills:
Attention to detail, communication, analytical skills, Excel, CRM systems, reporting, and coaching.