Were on the lookout for a driven Quality Training & Process Development Lead to take full ownership of our quality framework agent training and process optimization across the Collections function. If youre someone who thrives on building from scratch driving consistency and coaching teams toward excellence this ones for you.

What Youll Be Doing:

Quality Assurance & Process Setup

Build and continuously enhance QA frameworks call audit scorecards and compliance monitoring tools

Define quality benchmarks aligned with business client and regulatory expectations

Drive routine call evaluations and deep-dive quality audits to flag gaps and root causes

Lead calibration sessions and align stakeholders on quality standards and audit scoring

Generate quality insights and recommend tactical improvements for better contact outcomes

Training & Agent Enablement