Quality, Training & Process Development Lead

Full-time Other-General

We’re 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 you’re someone who thrives on building from scratch, driving consistency, and coaching teams toward excellence, this is for you.

What You’ll 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

• Design and deliver on...