Collection Quality Assurance Officer

Overview

TENN Microfinance Bank Limited is seeking a Collection Quality Assurance Officer to monitor and improve collection activities, ensure compliance with bank policies and regulatory requirements, and enhance recovery performance and customer experience.

Responsibilities

• Monitor and evaluate collection activities to ensure compliance with policies, procedures, and regulatory requirements.
• Review collection calls and customer interactions to identify process violations.
• Assess staff performance and recommend corrective actions.
• Identify opportunities to improve recovery rates, operational efficiency, and customer experience.
• Prepare reports and maintain accurate documentation of quality assessments.

Requirements

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy.
• Strong report-writing and documentation skills.
• Proficiency in Microsoft Excel, Word, and relevant CRM or collection management systems.
• Ability to review calls and records objectively and identify policy violations.
• Sound judgement, integrity, confidentiality, and professional discretion.