Quality Assurance Executive – Post-Loan Collection

2 weeks ago

Gulshan, Dhaka, Bangladesh PalmPay Full time ৳900,000 - ৳1,200,000 per year
Job Summary:Job Responsibilities:
  • Monitor and evaluate daily collection calls and customer interactions for quality, tone, script adherence, and compliance.
  • Identify non-compliance with standard operating procedures (SOPs) and highlight risks.
  • Provide actionable feedback and support the training and development of collection agents.
  • Develop and maintain QA scorecards, audit sheets, and evaluation frameworks.
  • Assist in updating and improving scripts, processes, and communication protocols.
  • Ensure that customer communications meet internal quality and regulatory standards.
  • Prepare QA reports and share key insights with the department head regularly.
  • Participate in calibration sessions with the Collection and Risk teams to align QA standards.
  • Track and report common errors, complaints, and areas for improvement.
Competency Requirements:
  • Attention to detail
  • Objectivity and fairness
  • Coaching and feedback delivery
  • Empathy with firmness
  • Understanding of customer behavior
  • Compliance and regulatory awareness
Qualifications & Experience:
  • Bachelor's degree in Business Administration, Finance, or a related field (MBA preferred).
  • 1–3 years of experience in call center QA, collections, or customer service (experience in fintech or financial services is a plus).
  • Strong understanding of debt collection processes and customer communication etiquette.
  • Good knowledge of compliance, especially in the context of financial regulations (Bangladesh Bank/NBFI guidelines).
  • Excellent communication skills in Bangla and English.
  • Strong analytical, observational, and report-writing skills.

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