QA / QC Team Leader within Collections
Posted Today by Deloitte
Negotiable
Inside
Remote
Surrey, England, United Kingdom
Summary: The QA / QC Team Leader within Collections is responsible for overseeing the quality of agent performance in the Collection department, focusing on compliance, accuracy, and policy adherence. This role involves conducting audits, providing coaching, and collaborating with management to enhance collection effectiveness. The position requires strong leadership and analytical skills to drive continuous improvement in quality standards. The role is remote and has a duration of 6 months, starting ASAP in January 2026.
Key Responsibilities:
- Conduct routine audits on Desk Collection calls and cases to evaluate accuracy, compliance, and customer treatment standards.
- Provide structured feedback and coaching to agents and supervisors to reduce errors and improve collection quality.
- Identify quality trends, risk patterns, and root causes of non-compliance.
- Collaborate with Desk Collection management to create corrective and preventive action plans.
- Maintain and develop QA scorecards, audit guidelines, and calibration standards specific to collection activities.
- Ensure all audits, appeals, and coaching follow established SLA timelines and process standards.
- Prepare and present quality reports, insights, and recommendations to management on a weekly/monthly basis.
- Lead QA team in task assignment, accuracy checks, and performance reviews.
- Manage change and performance/underperformance.
- Collaborate with the wider team on claim allocation.
- Conduct root cause analysis and provide MI on findings alongside recommendations for remediation.
- Lead calibration sessions.
Key Skills:
- Significant Quality Assurance experience, with at least 1–2 years in a leadership or supervisory role within a collection environment.
- Strong understanding of collection processes, compliance regulations, and customer interaction standards.
- Excellent analytical and problem-solving skills.
- Strong leadership and communication abilities.
- Proficient in data analysis tools (Excel, dashboard, QA systems).
- Exceptional leadership skills with the ability to drive the team.
- Experience of maximizing collections recovery.
- Experience training team members ensuring that FCA guidelines are followed.
- Significant collections knowledge and experience.
- Experience of and training the team to use TEXAS, I&E and Forbearance, signposting, payment plans.
- Experience of building and developing the quality assurance framework.
- Results focused, always working towards improving quality statistics.
- Working closely with compliance.
- Experience in appeal handling, calibration, and coaching frameworks.
Salary (Rate): undetermined
City: Surrey
Country: United Kingdom
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Role: QA / QC Team Leader within Collections
Location : Remote
Start: ASAP, January 2026
Duration: 6 months (inside IR35)
The Role
The Quality Assurance Team Leader is responsible for overseeing and ensuring the quality of agent performance within the Collection department. This role focuses on monitoring compliance, accuracy, tone, and policy adherence during customer interactions. The QA TL drives continuous improvement by leading audit activities, providing coaching, and collaborating with operational leaders to enhance collection effectiveness.
Job Description :
- Conduct routine audits on Desk Collection calls and cases to evaluate accuracy, compliance, and customer treatment standards.
- Provide structured feedback and coaching to agents and supervisors to reduce errors and improve collection quality.
- Identify quality trends, risk patterns, and root causes of non-compliance.
- Collaborate with Desk Collection management to create corrective and preventive action plans.
- Maintain and develop QA scorecards, audit guidelines, and calibration standards specific to collection activities.
- Ensure all audits, appeals, and coaching follow established SLA timelines and process standards.
- Prepare and present quality reports, insights, and recommendations to management on a weekly/monthly basis.
- Lead QA team in task assignment, accuracy checks, and performance reviews.
- Managing change and managing performance / underperformance
- Collaboration with the wider team
- Claim allocation
- Root cause analysis and providing MI on findings alongside recommendations remediation
- Leading calibration session
Job Qualifications :
- Significant Quality Assurance experience, with at least 1–2 years in a leadership or supervisory role within a collection environment
- Strong understanding of collection processes, compliance regulations, and customer interaction standards.
- Excellent analytical and problem-solving skills.
- Strong leadership and communication abilities.
- Proficient in data analysis tools (Excel, dashboard, QA systems).
- Exceptional leadership skills with the ability to drive the team
- Experience of maximising collections recovery
- Experience training teams members ensuring that FCA guidelines are followed
- Significant collections knowledge and experience
- Experience of and training the team to use TEXAS, I&E and Forbearance, signposting, payment plans
- Experience of building and developing the quality assurance framework
- Results focused, always working towards improving quality statistics
- Working closely with compliance
- Experience in appeal handling, calibration, and coaching frameworks