Collection Quality Assurance Officer

About this role

A Collection Quality Assurance Officer at TENN Microfinance Bank Limited in Lagos is responsible for overseeing the quality of debt collection activities. The role focuses on ensuring Collection Officers follow the bank's policies, procedures and regulatory requirements, while maintaining customer service standards. It involves reviewing collection calls and customer interactions, identifying policy violations, evaluating staff performance, and recommending corrective actions to improve recovery rates, efficiency and the customer experience. The bank aims to enhance digital banking and financial inclusion through secure, well-managed collection processes.

What you would do

• Monitor collection activities and interactions for quality and compliance.
• Evaluate staff performance against policies and procedures.
• Review calls and customer records to identify violations or gaps.
• Assess adherence to regulatory requirements and company standards.
• Recommend corrective actions to improve recovery rates.
• Suggest process improvements to enhance operational efficiency.
• Document findings and prepare reports on collection quality.
• Collaborate with relevant teams to implement quality recommendations.
• Support training needs by identifying areas for improvement.
• Maintain confidentiality and exercise professional discretion.

What they are asking for

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• High attention to detail and accuracy.
• Proficiency in Microsoft Excel and Word.
• Experience with CRM or collection management systems.
• Ability to review calls and records objectively.
• Sound judgement, integrity and professional discretion.

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