Quality Assurance Lead — Collections
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Astra Tech seeks a Quality Assurance Lead for Collections to set and maintain quality standards across collections interactions in Abu Dhabi. The role involves designing QA frameworks, developing training materials, creating operational processes, and driving performance improvement.
Key Skills for This Role
Responsibilities
- Conduct extensive and systematic monitoring of inbound and outbound collections calls across all delinquency stages
- Evaluate agent performance against a standardised QA scorecard
- Maintain a structured monitoring schedule ensuring minimum monthly call reviews per agent
- Produce individual agent QA scorecards with detailed feedback and recommendations
- Identify patterns in agent errors and translate findings into coaching and training interventions
- Design, document, and maintain end to end collections operational processes
- Develop and maintain the QA framework including scorecard criteria and calibration methodology
- Own the creation and continuous improvement of collections training materials
- Produce weekly and monthly QA performance reports
- Lead regular calibration sessions with supervisors
Requirements
- Minimum 1 year of experience in a collections, contact centre, or credit operations environment
- Demonstrated experience in quality assurance, call monitoring, or collections compliance
- Prior experience designing training content, process documentation, or operational playbooks is strongly preferred
- Exposure to collections technology platforms (dialers, CRM systems, workforce management tools) is an advantage
- Strong analytical and evaluative skills
- Excellent written communication skills
- Detail oriented with a high standard for accuracy, consistency, and policy compliance
- Confident communicator
- Self driven and organised
- Collaborative mindset
Full Job Posting
Role Purpose
- The Quality Assurance Lead is responsible for setting and maintaining the quality standard across all collections interactions. This role encompasses the design of QA frameworks, development of agent training materials, creation of operational processes, and active contribution to performance improv
Key Responsibilities
- Conduct extensive and systematic monitoring of inbound and outbound collections calls across all delinquency stages (S1 through M2+ and late stage), covering both live and recorded interactions.
- Evaluate agent performance against a standardised QA scorecard — assessing compliance, negotiation quality, empathy, script adherence, and policy conformance.
- Maintain a structured monitoring schedule ensuring minimum monthly call reviews per agent are met across all supervisory teams.
- Produce individual agent QA scorecards with detailed feedback, ratings, and recommended actions, shared with supervisors and the Collections Ops Lead.
- Identify patterns in agent errors, compliance gaps, and missed negotiation opportunities — translating findings into targeted coaching and training interventions.
- Design, document, and maintain end to end collections operational processes — including call handling procedures, escalation workflows, treatment request processes, and compliance protocols.
- Ensure all processes are version controlled, clearly written, and accessible to agents and supervisors, with regular review cycles to reflect strategy or policy changes.
- Collaborate with the Strategy Lead and Collections Ops Lead to translate strategy updates into clear operational process amendments.
- Develop and maintain the QA framework including scorecard criteria, calibration methodology, evaluation frequency standards, and exception handling procedures.
- Support audit and compliance reviews by providing process documentation, QA reports, and evidence of corrective actions taken.
- Own the creation and continuous improvement of collections training materials — including onboarding programmes for new joiners, refresher content for existing agents, and specialist modules for supervisors.
- Develop practical, scenario based training content covering negotiation techniques, objection handling, compliance requirements, product knowledge, and system navigation.
Requirements
- Minimum 1 year of experience in a collections, contact centre, or credit operations environment.
- Demonstrated experience in quality assurance, call monitoring, or collections compliance — ideally within a bank, fintech, or financial services organisation.
- Prior experience designing training content, process documentation, or operational playbooks is strongly preferred.
- Exposure to collections technology platforms (dialers, CRM systems, workforce management tools) is an advantage.
- Strong analytical and evaluative skills — able to assess agent interactions objectively and translate observations into actionable coaching.
- Excellent written communication skills for producing clear, structured training materials, process documents, and QA reports.
- Detail oriented with a high standard for accuracy, consistency, and policy compliance.
- Confident communicator — able to deliver constructive feedback to agents and present findings to senior management.
- Self driven and organised, capable of managing multiple workstreams (monitoring, training, reporting) simultaneously.
- Collaborative mindset — works effectively with supervisors, strategy, and operations teams without direct authority over them.
Success Metrics
- Average QA call score across the collections floor (target threshold to be set by management).
- % of agents monitored per month vs. scheduled target.
- Reduction in repeat compliance errors and policy breaches quarter on quarter.
- Training completion rates for new joiner onboarding and refresher programmes.
- Timeliness and quality of QA reporting — weekly and monthly packs delivered on schedule.
- Calibration consistency score across supervisors (inter rater reliability).
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Astra Tech
Manager- Customer Service
Dubai, UAE
Astra Tech seeks a Customer Service Manager in Dubai to oversee high-volume call centre and digital support operations in fintech. The role involves queue management, capacity planning, root cause analysis, and VoC insig
Java Developer
Abu Dhabi, UAE
Astra Tech is looking for a Java Developer to build and maintain Java-based credit risk systems for financial credit scenarios. The role involves designing high-availability APIs, integrating risk rules and ML models, an
Java Developer
Abu Dhabi, UAE
Astra Tech seeks a Java Developer to build and maintain credit risk systems for financial credit scenarios in Abu Dhabi. The role involves designing high-availability APIs, developing rule engines, integrating ML models,
Senior QA Engineer (Risk Management & Automation Testing)
Abu Dhabi, UAE
Astra Tech is seeking a Senior QA Engineer to design and execute test strategies with a focus on risk-based testing and automation for fintech systems. The role involves developing automation frameworks, performing perfo
Partnerships Manager – Consumer Products
Dubai, UAE
Astra Tech seeks a Partnerships Manager to drive customer engagement and product growth through strategic partnerships for consumer financial products in Dubai. The role involves sourcing, negotiating, and managing partn
L2 IT Support Engineer
Dubai, UAE
Astra Tech seeks an L2 IT Support Engineer to manage enterprise IT environment, provide advanced technical support, and administer Microsoft 365, Azure, networking, and enterprise applications. Requires 4+ years of IT su
Business Operations Manager
Abu Dhabi, UAE
Astra Tech seeks a Business Operations Manager to act as business PMO for the lending business, driving operational initiatives and coordinating cross-functional projects. Requires 5+ years in business operations or prog
Risk Systems & Strategy Deployment Manager
Abu Dhabi, UAE
We are looking for a Risk System and Strategy Deployment Manager to own credit risk systems and bridge Risk Strategy, Engineering, and Operations teams. The role involves deploying credit risk policies, monitoring perfor
Manager- Customer Service
Dubai, UAE
Java Developer
Abu Dhabi, UAE
Java Developer
Abu Dhabi, UAE
Senior QA Engineer (Risk Management & Automation Testing)
Abu Dhabi, UAE
Partnerships Manager – Consumer Products
Dubai, UAE
L2 IT Support Engineer
Dubai, UAE
Business Operations Manager
Abu Dhabi, UAE
Risk Systems & Strategy Deployment Manager
Abu Dhabi, UAE