Quality Supervisor (Open for Senior QAs) - Telco Collections

We are hiring a Quality Supervisor to support a telco collections program, responsible for driving quality performance, ensuring compliance, and delivering actionable insights across all customer interactions.

This role is ideal for Senior Quality Analysts ready to step up into a supervisory role or QA Leads seeking broader exposure in a high-impact account.

Key Responsibilities

• Lead quality assurance governance across collections interactions (calls, chats, and case handling)
• Ensure adherence to client standards, internal policies, and regulatory requirements
• Conduct root cause analysis (RCA) on KPI gaps, compliance risks, and customer concerns
• Translate QA findings into actionable insights and performance improvement plans
• Partner with Operations, Training, and Compliance teams to drive continuous improvement
• Monitor trends impacting customer experience, collections performance, and risk e...