Job Description

About the job

The

Group Leader - Quality Assurance (Debt Collections)

will oversee and mentor a team of Quality Analysts to deliver accurate audits and uphold the highest compliance standards. This role demands strong expertise in

FDCPA, FCRA, CFPB, UDAAP, TCPA

, and all key U.S. debt collection regulations while acting as the floor's primary compliance specialist. The leader will drive quality governance through robust QA frameworks, calibrations, trend analysis, and continuous improvement initiatives that strengthen call quality and operational performance. They will conduct regular floor briefings and compliance refreshers to keep collectors aligned with evolving regulatory requirements. The role includes analyzing quality metrics, identifying error patterns, and partnering with Operations to enhance customer experience, RPC performance, and overall compliance discipline. Collaboration with clients and internal stakeholders is essential to support audits, maintain alignment, and drive process excellence through data-backed recommendations.

Lead and develop the QA team

by mentoring analysts, conducting calibrations, and ensuring consistent audit accuracy and performance standards.

Enforce regulatory compliance

by applying deep knowledge of FDCPA, FCRA, CFPB, UDAAP, TCPA, and state-specific laws, acting as the primary compliance SME for operations.

Drive quality governance

through structured QA frameworks, error-trend analysis, RCA creation, and implementation of continuous improvement initiatives.

Conduct floor briefings and compliance refreshers

to keep collectors updated on regulatory changes, client expectations, and best-practice call handling techniques.

Analyze quality and compliance metrics

to identify gaps, publish actionable insights, and work with Operations to improve call quality, RPCs, customer experience, and risk control.

Collaborate with clients and internal stakeholders

by participating in calibrations, supporting audits, and aligning QA, Training, and Operations on process enhancements and compliance standards.

Ensure documentation accuracy and audit SLAs

by maintaining updated QA scorecards, playbooks, calibrations logs, and reporting dashboards.

Job responsibilities/expectations

Drive process Lead and oversee Assistant Managers across multiple LOBs to ensure consistent achievement of recovery targets, compliance KPIs, and client expectations. Drive daily operational governance by reviewing Assistant Manager action plans, validating floor management effectiveness, and ensuring strong execution across teams. Monitor portfolio-level performance dashboards, identify trends or gaps, and implement strategic initiatives to improve efficiency, call quality, conversion rates, and overall productivity. Ensure strict adherence to FDCPA, CFPB, UDAAP, and client-specific requirements by reinforcing SOPs, approving corrective actions, and overseeing compliance escalations. Provide leadership coaching to Assistant Managers and guide them in developing Team Leaders through structured reviews, calibrations, and performance improvement plans. Maintain accurate and timely reporting, forecasting, and SLA adherence across all LOBs, ensuring data integrity and operational discipline. Build and maintain strong client relationships through regular business reviews, performance updates, and strategic discussions to support growth and operational excellence. Partner with Quality, Training, and Workforce teams to ensure staffing readiness, quality calibration, process consistency, and continuous capability development across teams. Lead operational improvement initiatives, identifying automation, workflow, or training opportunities to enhance productivity and consumer experience.

Desired qualifications

Should be a Graduate in any field
Job Types: Full-time, Permanent

Pay: ?68,000.00 - ?71,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person