Quality Assurance Team Leader - Desk Collection

Primary Job Role : The Quality Assurance Team Leader is responsible for overseeing and ensuring the quality of agent performance within the Desk Collection department. This role focuses on monitoring compliance, accuracy, tone, and policy adherence during customer interactions. The QA TL drives continuous improvement by leading audit activities, providing coaching, and collaborating with operational leaders to enhance collection effectiveness and customer experience.

Job Description

Conduct routine audits on Desk Collection calls and cases to evaluate accuracy, compliance, and customer treatment standards.

Provide structured feedback and coaching to agents and supervisors to reduce errors and improve collection quality.

Identify quality trends, risk patterns, and root causes of non-compliance.

Collaborate with Desk Collection management to create corrective and preventive action plans.

Maintain and develop QA scorecards, audit guidelines, and calibration standards specific to collection activities.

Ensure all audits, appeals, and coaching follow established SLA timelines and process standards.

Prepare and present quality reports, insights, and recommendations to management on a weekly/monthly basis.

Lead QA team in task assignment, accuracy checks, and performance reviews.

Job Qualifications

Bachelor’s degree

Minimum 3–5 years in Quality Assurance, with at least 1–2 years in a leadership or supervisory role within desk collection environment

Able to communicate in English, both written and verbal.

Strong understanding of collection processes, compliance regulations, and customer interaction standards.

Excellent analytical and problem‑solving skills.

Strong leadership and communication abilities.

Proficient in data analysis tools (Excel, dashboard, QA systems).

Experience in appeal handling, calibration, and coaching frameworks.

Are you ready to be Samiritans? Let's be part of our collaborative and innovative environment.

We want YOU to make an impact!

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