Quality Manager – Collections

Lead the Quality Assurance function for Collections at a technology-driven NBFC, ensuring excellence and compliance in financial services operations.

🎯 About the Role

This role is responsible for establishing and scaling the Quality Assurance function, building a high-performing team, and implementing robust monitoring and compliance frameworks. You will focus on enhancing collection quality, ensuring regulatory compliance, and driving continuous process improvement.

🛠️ Key Responsibilities

• 📊 Conduct regular audits of collection calls, emails, and field activities.
• ✅ Assess adherence to company policies, regulatory guidelines, and collection processes.
• 📈 Evaluate agent performance against quality parameters.
• ⚖️ Ensure compliance with RBI guidelines and Fair Practices Code.
• 👥 Establish, lead, and manage the Quality Assurance team.
• 📝 Develop quality frameworks, audit methodologies, and SOPs.
• 📉 Analyze quality trends and identify areas for process improvement.

✅ Requirements & Skills

• 🎓 Bachelor's Degree in Business Administration, Commerce, Finance, Law, or related field.
• ⭐ Minimum 5 years of experience in Collections, Quality Assurance, Compliance, or Operations.
• 🏦 Prior experience in NBFC, Banking, Fintech, or Financial Services industry is mandatory.
• 🔍 Strong analytical and auditing skills.
• ✍️ Excellent communication and report-writing abilities.
• 📊 Knowledge of RBI regulations and collection compliance requirements.
• 💻 Proficiency in MS Excel, PowerPoint, and reporting tools.
• 🤝 Stakeholder management and cross-functional collaboration.
• 🧑‍🏫 Team handling and leadership capabilities.

📍 Location: Nahur, Mumbai