• Create a conducive environment for team members to excel in their work through development initiatives such as peer-to-peer training.• Investigate and validate customer complaints relating to collection calls and liaise with fellow QA and recovery leads to ensure speedy investigation.• Sit on the performance review panel for QA analysts to evaluate progress, identify gaps, and create action plans.• In charge of coaching and providing feedback to QA analysts to facilitate successful assimilation into their role.• Spearheading staff retention strategies by recommending balanced rewards/recognition programs • Lead new hire training programs for the collections teams; participate in the overall onboarding experience for new hires.• Measure post-training performance to identify opportunities for improvement and achieve performance results.• Set a clear mission and deploy strategies focused on increasing customer care experience as well as employees' productivity and efficiency.• Monitor live calls and ensure collections' best practices are upheld.• Formulate/seek updates on the standard QA form to meet changing negotiation needs and collection-related updates.• Use call center tools to gather and analyze trends affecting quality.• Perform mock calls with collections agents post-training to determine readiness for moving into collections.• Prepare accurate weekly KPI reports, analyze the data, and provide strategic feedback to management.• Build interactive training material that may be facilitated through in-classroom training or e-learning for the team. • Benchmark from business other organizations to obtain best practices and institutional knowledge utilized in the Customer Service and Collections teams. • Track performance according to team-specific metrics and have performance management conversations with team members and team leads.

• Controlling team members' access rights to various communication channel tools.• Supervising team members' workflow on the dialer and managing follow-ups.• Encouraging healthy competition among team members.• Monitoring the dialer, identifying irregular time patterns, and recommending changes on allocations to the dialer admin.• Monitoring collection trends and sharing recommendations with the operations manager.• liaising with Quality Assurance officers in ensuring a high-quality debt collection mechanism. • Tasked with identifying and onboarding qualified candidates into the project and ensuring seamless integration.• Identifying areas of the collection process that need improvement and implementing an enhanced process that will help improve the collector's efficiency.• Owning collections KPIs and working with the team towards achieving them each day/month/year. • Investigate and help resolve payments issues on both the client's and agent's side. • Monitoring early and late-stage cure and liquidation, to ensure team performance meets the expected business targets.• Keeping track of RPC rate, contact rate, PTP conversion rate, PTP reminders, and daily expected collections to ensure achievement of the daily targets.• Managing daily/weekly/monthly allocation of accounts to agents, daily collection reports, and shift planning.• Owning culture KPI to reduce unnecessary attrition through recommending and implementing proper reward/recognition programs.

• Providing guidance and supervising team, regular meetings with the team, coordinating, enforcing work rules, professionalism and availability for the team.• Supervising the team, manage the team productivity, propose policies and work rules to increase the quality of customer service.• Creating effective work plans, identifying department issues resolve them efficiently. Identifies customers’ needs and installs the guidance and procedures to increase customer satisfaction.• Mentor and develop collection agent and nurture an environment where they can excel through encouragement and empowerment.• Monitor system and platform up-time and fix or escalate any issues that may affect the daily operations.• Analyze and compile accurate weekly QA reports, analyses the data and provides strategic feedback to management.• Supervising the team, manage the team productivity, propose policies and work rules to increase the quality of customer care.• Deliver engaging training material to internal and external learners that includes new hire training as well as professional development courses.• Partner with and rely upon business partners to obtain best practices and institutional knowledge utilized in the Collections teams.• Prepare for training sessions by ensuring that materials have been prepared and logistical information has been communicated according to the training schedule.

Recoveries Agent • Updated account status and database regularly.• Identified gaps in the system and recommended solutions.• Negotiated payoff deadlines and payment plans.• Recognized, documented, and alerted the management team of trends in customer calls.• Complied with requirements when legal action is unavoidable.support staff• Monitor and maintain office supplies.• Ensure office area is tidy and clean.• Assist when event planning and implementation • Recording information as needed• Ensuring employees’ needs are met.• Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing• Ensure all rooms are cared for and inspected according to standards• Protect equipment and make sure there are no inadequacies• Notify superiors on any damages, deficits and disturbances• Deal with reasonable complaints/requests with professionalism and patience• Check stocking levels of all consumables and replace when appropriate• Adhere strictly to rules regarding health and safety and be aware of any company-related practices

• Design websites and computer maintenance.• Manage daily operations in the firm.• Assess infrastructure on a regular basis to ensure it continues to meet necessary demands.• Develop new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.• Assist with installation of new hardware and software and help train employees on its use.• Offer suggestions for possible upgrade and changes within the IT depart.• Prepare estimates used by management for purposes of planning, organizing and scheduling work.