Collections Control and QA Manager

Collections Control & QA Manager

We are looking for an experienced Collections Control & QA Manager to oversee quality assurance, compliance monitoring, and process control activities within our Collections Department.

This role is responsible for ensuring collection activities comply with company policies, regulatory requirements, and quality standards while driving operational efficiency and continuous improvement. The successful candidate will support either our Motorcycle or Salary Loans Collections portfolio.

Key Responsibilities:

• Lead day-to-day quality assurance and control activities for the Collections Department.
• Conduct regular audits and quality reviews of collection processes, account handling, and team performance.
• Monitor compliance with company policies, collection procedures, regulatory requirements, and service standards.
• Identify process gaps, quality issues, and operational risks and recommend corrective and preventive actions.
• Analyze collection quality metrics, audit findings, and performance trends to provide actionable recommendations.
• Prepare regular management reports and quality dashboards.
• Work closely with Collections Operations, Compliance, Training, and other support teams to improve collection effectiveness and operational performance.
• Support the implementation of process improvement initiatives, quality standards, and control measures.
• Coach and develop QA team members to ensure consistent execution and high-quality output.
• Participate in special reviews, investigations, and projects related to collections quality and governance.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Management, Accounting, or a related field.
• At least 5 years of experience in collections, collections quality assurance, collections audit, compliance monitoring, or financial services operations.
• At least 2 years of supervisory or managerial experience.
• Strong understanding of collection operations, quality assurance practices, and operational controls.
• Experience conducting audits, quality reviews, root-cause analysis, and process improvement initiatives.
• Strong analytical, reporting, and problem-solving skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Experience in consumer finance, lending, banking, motorcycle financing, salary loans, personal loans, or related industries is highly preferred.