Senior Quality Assurance Manager – Collections

About the role

We are looking for a Senior Quality Assurance Manager to lead our QA team within Collections Operations. The role focuses on driving process excellence, ensuring compliance, and maintaining high operational standards across the collections function.

Key responsibilities

• Develop, implement and continuously improve QA frameworks for collections activities.
• Monitor performance metrics, conduct audits, and report findings to senior leadership.
• Lead, mentor and manage a team of QA analysts, fostering a culture of quality and accountability.
• Collaborate with compliance, risk and operations teams to align QA practices with regulatory requirements.
• Identify root‑cause issues and drive corrective action plans to enhance collection efficiency.

Required profile

• Bachelor’s degree in Business, Finance, Management or a related field.
• Minimum 5 years of QA experience, preferably in collections, banking or financial services.
• Proven leadership and people‑management experience.
• Strong analytical, communication and problem‑solving abilities.

Required skills

• In‑depth knowledge of QA methodologies and best practices.
• Understanding of collection operations and related compliance standards.
• Experience with performance monitoring and audit processes.