Role Description: The Lead of Direction (Development & Quality Assurance) oversees the development process of employees and quality assurance team. This role involves strategic planning, performance monitoring, and ensuring that customer care and quality assurance activities align with the bank’s standards and regulatory requirements.
Obligations:
- Develop and implement customer care and quality assurance strategies & Process.
- Control ongoing projects within the direction, performance, cots, process itself
- Monitor compliance with legal and regulatory requirements.
- Cooperate with Training center and control ongoing process.
- Control employee’s probation period and knowledge.
- Hold team meetings to review progress and address concerns.
- Analyze performance metrics and adjust strategies as needed.
- Provide training and development for all team members, based on performance issues.
- Prepare and present performance reports to management.
- Develop and implement tailored motivation systems for teams, including performance-based incentives and recognition for employees.
- Set up monitoring systems to detect irregularities and ensure ethical behavior, working with team leads to address any issues promptly
- Conduct performance reviews for team
Hard Skills:
- Project Management: Ability to manage ongoing projects, including controlling performance, costs, and processes.
- Collection Strategy Development: Expertise in creating, updating, and controlling calling scripts and strategies.
- Team Performance Management: Strong skills in monitoring, analyzing, and optimizing team performance.
- CRM and Dialer System Proficiency: Advanced knowledge of CRM systems and dialer technologies used in collection activities.
- Regulatory Compliance: Comprehensive understanding of legal and regulatory requirements related to debt collection.
- Training and Development: Ability to design and implement training programs for team leads and collection agents.
- Reporting and Analysis: Advanced skills in preparing performance reports, analyzing data, and presenting results to senior management.
- Excel and Data Management: Proficiency in Excel for reporting, analyzing KPIs, and managing shift schedules.
- Resource Planning: Ability to manage shift tables and ensure appropriate staffing levels.
Soft Skills:
- Leadership: Strong leadership and motivational skills to oversee and develop supervisors and team leads.
- Communication: Excellent communication skills for conducting team meetings, coaching, and providing feedback.
- Problem-Solving: Strong analytical and problem-solving abilities to address operational challenges and optimize processes.
- Conflict Resolution: Effective in resolving escalated issues, both internally with supervisors and externally with debtors.
- Adaptability: Flexibility to respond to changing priorities, team dynamics, and evolving collection strategies.
- Decision-Making: Strong decision-making capabilities, especially in dynamic, high-pressure situations.