Quality Assurance Lead

Responsibilities

• Conduct systematic monitoring of inbound and outbound collections calls to evaluate compliance, negotiation quality, and empathy
• Design, document, and maintain end-to-end collections operational processes and escalation workflows
• Develop and continuously improve collections training materials, including onboarding programs and scenario-based modules
• Produce weekly and monthly QA performance reports, flagging critical compliance risks and performance trends
• Lead regular calibration sessions with supervisors to ensure consistent application of the QA framework
• Identify patterns in agent errors and translate findings into targeted coaching and training interventions

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
• Strong analytical and evaluative skills to translate observations into actionable coaching
• Excellent written communication skills for producing training materials, process documents, and QA reports
• High attention to detail and a strong standard for accuracy and policy compliance

Preferred Qualifications

• Background in financial services or fintech
• Prior experience designing training content, process documentation, or operational playbooks
• Exposure to collections technology platforms such as dialers, CRM systems, or workforce management tools

About the Company

Astra Tech is a leading technology group dedicated to building innovative digital solutions. Through our various divisions, including HLB Outsourcing, we strive to deliver excellence in operational standards and customer engagement.