Job Description

The Quality Assurance & Collections Supervisor is responsible for overseeing both the quality assurance and collections departments within a SaaS-based contact center environment. This role ensures world-class service through rigorous monitoring, employee development, and compliance with best-in-class industry standards. This dual-role Quality Assurance & Collections Supervisor position requires a dynamic leader who can balance operational efficiency, employee engagement, and customer satisfaction while ensuring compliance and financial stability within the organization. The Supervisor will engage with clients, develop training programs, facilitate in-person workshops, and leverage Salesforce Cloud to drive employee engagement, performance metrics, and executive reporting. Additionally, the Supervisor will manage the collection of outstanding accounts receivable (AR), collaborating with lenders, title companies, and real estate firms to streamline payment processes.

Job Responsibilities:

Client Engagement & Consultation:

• Develop tools, online training, and facilitate in-person training to enhance software functionality and contact center best practices.
• Design and deliver training sessions, workshops, and video tutorials for staff and clients.
• Utilize Salesforce Cloud to track employee development, create dashboards, and generate reports for executive leaders.
• Ensure alignment with 2025 goals and OKRs through strategic planning and solution delivery.

System Monitoring & Maintenance:

• Conduct regular audits and inspections to uphold quality assurance standards.
• Implement best practices for measuring service quality, employee retention, and client growth.
• Use industry-leading tools and metrics to maintain compliance with company policies and industry regulations.

User Training & Education:

• Collaborate with the corporate team to ensure training materials are integrated into the Learning Management System (LMS).
• Develop and maintain content for customer care and collections teams, as well as internal and external training programs.
• Work with subject matter experts to continuously improve educational resources for employees and clients.

Customer Experience & Collaboration:

• Promote a customer-centric culture within the BPO and contact center organization.
• Drive continuous quality improvement strategies to enhance customer interactions.
• Partner with leadership to implement feedback loops, training enhancements, and workflow optimizations.

Collections & Quality Assurance Compliance:

• Oversee the company’s collection process, ensuring compliance with regulations and policies.
• Assign and oversee professionals managing unpaid invoices and customer disputes.
• Negotiate payment arrangements and ensure correct invoicing and timely receipt of payments.
• Monitor staff interactions with clients to ensure compliance and quality service delivery.
• Prepare detailed reports on collection activities, risks, and department performance.

Operational Leadership & Performance Management:

• Establish goals and targets for payment collections and department objectives.
• Implement policies and procedures to prevent excessive outstanding debts.
• Develop effective collection strategies and tactics to minimize financial risk.
• Train, evaluate, and manage collections and quality assurance teams to improve productivity and compliance.

Technical Expertise & Reporting:

• Utilize Salesforce Cloud and other data analytics tools to provide insights into collection efficiency and employee performance.
• Ensure compliance with the Fair Debt Collection Practices Act and other relevant regulations.
• Develop and present strategic reports on collection trends, outstanding AR, and customer payment behaviors.

Knowledge and Skills:

• Strong background in quality assurance and collections within a SaaS or contact center environment.
• Exceptional negotiation, problem-solving, and communication skills.
• Experience with data analysis, reporting, and the use of Salesforce Cloud.
• Understanding of credit and collections processes, financial risk assessment, and industry best practices.
• Ability to lead, train, and manage employees effectively while fostering a culture of continuous improvement.
• Knowledge of legal regulations governing debt collection, customer disputes, and contact center compliance.
• Strong organizational skills with the ability to manage multiple accounts and projects simultaneously.

Education and Experience:

• Ability to manage sensitive and confidential information.
• Excellent communication and negotiation skills.
• Degree in Business Administration, Finance, or equivalent combination of education and relevant work experience
• 3 years of experience.
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.

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