Quality Assurance Manager
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Key skills for this role
Role Overview
Part-time remote Quality Assurance Manager role overseeing quality across debt collection processes, documentation, and customer interactions.
The role focuses on compliance, quality improvement, reporting, coaching, training support, and refinement of collection standards.
Key Skills for This Role
Full Job Posting
Role Description
Part-time remote Quality Assurance Manager role overseeing quality across debt collection processes, documentation, and customer interactions.
The role focuses on compliance, quality improvement, reporting, coaching, training support, and refinement of collection standards.
Responsibilities
- Design and update QA frameworks, audit checklists, and performance metrics.
- Monitor calls and case files and audit collection activities.
- Identify quality trends and root causes and prepare reports and dashboards.
- Coordinate corrective and preventive actions with operations and compliance teams.
- Follow up on implementation to ensure sustained improvement.
- Provide coaching feedback, support training initiatives, and refine procedures and standards.
Qualifications
- Experience developing QA frameworks, audit checklists, and performance metrics.
- Compliance and risk management experience in financial services, collections, or another regulated environment.
- Ability to analyze data, interpret trends, and prepare concise reports using spreadsheets, QA tools, or relevant software.
- Strong communication, coaching, stakeholder management, organizational, and time-management abilities.
- Experience in debt collection, customer service, or financial operations and knowledge of ethical conduct standards.
- Bachelor’s degree in business, finance, quality management, or a related field; equivalent practical experience may be considered.
- Fluency in written and spoken English is required.
- Arabic language skills are an advantage.
- Six Sigma or ISO-based quality training is beneficial.
Work Arrangement
- The role is part-time and remote.
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