Manager - Quality Assurance - Financial Services

Key Responsibilities:

- Quality System Improvement: Proactively identify opportunities and implement strategies to continuously improve the company's quality systems through rigorous internal audits and active participation in process improvement programs.

- Compliance & Monitoring: Ensure strict adherence to all relevant collections laws, including the FDCPA (Fair Debt Collection Practices Act), TCPA (Telephone Consumer Protection Act), and various state-level regulations.

- Oversee and enhance quality monitoring systems to maintain high standards.

- Process Enhancement: Lead initiatives for process improvement, working cross-functionally to streamline operations and enhance efficiency without compromising quality.

- Team Leadership & Mentoring: Provide strong leadership and guidance to QA or operations teams, including mentoring, performance management, and fostering a culture of quality excellence.

- Stakeholder Engagement: Act as a key liaison with internal and external partners, actively seeking constructive feedback to refine quality processes and improve overall service delivery.

- Data Analysis & Reporting: Analyze quality data, identify trends, potential risks, and areas for improvement.

- Prepare and present insightful reports to leadership, guiding strategic decisions.

- Client & Vendor Relations: Utilize excellent communication and interpersonal skills to maintain effective relationships with clients and vendors, ensuring alignment on quality expectations and resolving issues efficiently.

Qualifications:

- 5+ years of experience in Quality Assurance, with a strong preference for candidates from the debt collection or financial services industry.

- Solid understanding of collections laws, including FDCPA, TCPA, and state-level regulations.

- Proven experience in compliance, process improvement, and implementing/managing quality monitoring systems.

- Strong leadership skills with demonstrated experience in managing or mentoring QA or operations teams.

- Excellent communication and interpersonal skills for effective client and vendor relations.

- Ability to analyze data, identify trends, and present clear, actionable insights to leadership.

- Master's/Bachelor's degree in Business Administration, or a related field