Quality Manager - Collections Quality

Make quality a competitive advantage. In this role, you will help improve customer outcomes and strengthen operational discipline through consistent evaluation, coaching, and insights. You will partner with leaders to identify risk, address root causes, and drive meaningful process improvements. You will build a culture of accountability and continuous improvement. If you are energized by developing people and improving how work gets done, this role is for you.

As a Quality Manager in the Collections Quality Team, you will lead a team responsible for evaluating customer interactions and operational processes to support adherence to policies, procedures, regulatory requirements, and quality standards. You will translate quality results and operational data into clear insights and practical improvements, partnering with leaders and key stakeholders to strengthen consistency, risk management, and customer experience.

Job responsibilities

• Lead, develop, and coach a team of quality professionals responsible for evaluating collections interactions and operational processes.
• Oversee quality monitoring activities to assess adherence to policies, procedures, regulatory requirements, and customer experience standards.
• Analyze quality results and operational data to identify trends, root causes, emerging risks, and opportunities for improvement.
• Facilitate calibration sessions and promote consistent application of quality standards across reviewers, leaders, and partners.
• Deliver clear, actionable reporting and partner with stakeholders to implement sustainable corrective actions.
• Support the development and maintenance of quality scorecards, procedures, controls, and governance routines.
• Drive continuous improvement by leveraging technology, automation, and data-informed practices to enhance quality processes and reporting.

Required qualifications, capabilities and skills

• 2+ years of experience in quality management, collections operations, risk and controls, or a related area within banking or financial services.
• Demonstrated people leadership experience, including coaching, performance management, and developing high-performing teams.
• Strong analytical skills with the ability to interpret quality and operational data, identify trends, and translate findings into actionable recommendations.
• Working knowledge of quality monitoring, calibration, root cause analysis, process improvement, and control practices.
• Strong communication, influencing, and collaboration skills, with the ability to engage leaders and cross-functional partners.
• Proficiency with digital tools and reporting platforms used to track quality performance and operational outcomes.

Preferred qualifications, capabilities and skills

• Experience supporting more than one Line of Business.
• Experience using automation or artificial intelligence to improve quality monitoring processes and/or reporting.