QA Manager Up To 45M (Fintech)

- Review recorded and live calls to ensure that proper steps were taken, assessing representatives' compliance to process and adherence to procedures/ scripts.
- Identify performance weaknesses, unclear processes, product confusion and incidences of high call volume and provide feedback to Dept Collection
- Assist in coaching, re-training low performance staff
- Assist in developing test scenarios/training exercises and to address performance gaps.
- Detect and promptly report business errors/problems affecting service quality.
- Proactively drive quality initiatives by requiring compliance with quality assurance policies and procedures; make changes to maintain and improve service quality.
- Maintain regular updates of professional knowledge to ensure that supervision is carried out closely with current regulations/information.
- Contribute to the team culture in a positive manner.
- Undertake other tasks assigned by Country Manager