Astra Tech

1 month ago

Quality Assurance Lead — Collections

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Lead the design and implementation of QA frameworks for collections interactions, develop training materials and knowledge resources, design end-to-end processes, and deliver actionable insights to continuously improve performance and compliance across the collections floor.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Conduct extensive and systematic monitoring of inbound and outbound collections calls across all delinquency stages, covering live and recorded interactions.
•Evaluate agent performance against a standardised QA scorecard, assessing compliance, negotiation quality, empathy, script adherence, and policy conformance.
•Maintain a structured monitoring schedule ensuring minimum monthly call reviews per agent across all supervisory teams.
•Produce individual agent QA scorecards with detailed feedback, ratings, and recommended actions for supervisors.
•Identify patterns in agent errors and compliance gaps, translating findings into targeted coaching and training interventions.

Key Requirements

•Minimum 1 year of experience in a collections, contact centre, or credit operations environment.
•Demonstrated experience in quality assurance, call monitoring, or collections compliance — ideally within a bank, fintech, or financial services organisation.
•Prior experience designing training content, process documentation, or operational playbooks is strongly preferred.
•Exposure to collections technology platforms (dialers, CRM systems, workforce management tools) is an advantage.
•Strong analytical and evaluative skills with the ability to translate observations into actionable coaching.

Experience:1+ yearsCollectionsFinancial servicesBankingFintechCollections compliance

Skills:AnalyticalCommunicationWritingDetail-orientedCollaboration

Languages:English

Tech Stack:CRMDialerWorkforce management

Company Brief

Astra Tech

UAE-based technology company offering technology solutions and systems integration services, focusing on IT infrastructure, security systems, and smart building / automation solutions for commercial and residential clients.

Industry: Professional Services

Headquarters: United Arab Emirates

Website

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Astra Tech

1 month ago

Quality Assurance Lead — Collections

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Conduct extensive and systematic monitoring of inbound and outbound collections calls across all delinquency stages, covering live and recorded interactions.
•Evaluate agent performance against a standardised QA scorecard, assessing compliance, negotiation quality, empathy, script adherence, and policy conformance.
•Maintain a structured monitoring schedule ensuring minimum monthly call reviews per agent across all supervisory teams.
•Produce individual agent QA scorecards with detailed feedback, ratings, and recommended actions for supervisors.
•Identify patterns in agent errors and compliance gaps, translating findings into targeted coaching and training interventions.

Key Requirements

•Minimum 1 year of experience in a collections, contact centre, or credit operations environment.
•Demonstrated experience in quality assurance, call monitoring, or collections compliance — ideally within a bank, fintech, or financial services organisation.
•Prior experience designing training content, process documentation, or operational playbooks is strongly preferred.
•Exposure to collections technology platforms (dialers, CRM systems, workforce management tools) is an advantage.
•Strong analytical and evaluative skills with the ability to translate observations into actionable coaching.

Experience:1+ yearsCollectionsFinancial servicesBankingFintechCollections compliance

Skills:AnalyticalCommunicationWritingDetail-orientedCollaboration

Languages:English

Tech Stack:CRMDialerWorkforce management

Company Brief

Astra Tech

Industry: Professional Services

Headquarters: United Arab Emirates

Website