This position manages quality in collections department to ensure adherence to the laid procedure, high level of customer satisfaction and continuous improvement of business results.

Responsibilities:

• To drive the Quality Awareness culture.
• Design and implement an effective quality management system within the collections organization, in line with organizational business objectives and monitor its continual improvement.
• Build and maintain an adequate departmental structure and staffing in line with the quality and business objectives.
• Plan and manage the overall affairs of the Quality Management Department, including budgeting, staffing, monitoring, etc.
• Plan, manage and be responsible for the performance of the department, as also their skills building and career development activities.
• Organize, manage and impart appropriate training on quality practices and processes to ensure adherence to the SOP and bringing in continuous improvement.
• Ensure timely resolution of quality related issues.
• Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts.
• Develop, maintain & audit QA policy, procedures & processes.
• Driving customer satisfaction and quality by the use of improvements to business processes / procedures.