Collection Quality Assurance Officer

Job Summary

• The Collection Quality Assurance Officer is responsible for monitoring, evaluating, and improving the quality of collection activities to ensure that Collection Officers comply with the Bank’s policies, procedures, regulatory requirements, and customer service standards. The role involves reviewing collection calls and customer interactions, identifying process violations, assessing staff performance, and recommending corrective actions to improve recovery rates, operational efficiency, and customer experience.

Required Skills and Competencies

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy.
• Strong report-writing and documentation skills.
• Proficiency in Microsoft Excel, Word, and relevant CRM or collection management systems.
• Ability to review calls and records objectively and identify policy violations.
• Sound judgement, integrity, confidentiality, and professional discretion