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- Implement and maintain a quality assurance framework spanning the full Collections business which delivers transparency on outcomes.
- Identify and report on call quality trends, offering performance enhancement suggestions and recommendations to the business.
- Forward-thinking and planning of risks current and emerging to align needs of the business to outputs.
- Build, test, and monitor control processes for Collections.
- Identify streamlining opportunities for the Collections department.
- Consolidate, maintain and distribute the quality assurance report for the leadership team.
- Identify call coaching opportunities and trends that will further aid the development of both Team Leader and Collectors and also deliver a first-class customer experience.
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