TL | QA | Trainer | Operation Manager (Valid US Visa Mandate)

Only apply if you do have Valid US Visa, it is mandatory for all three roles

US Collections & Retention Hiring

Roles: Operations Manager | Team Leader | Quality Analyst

Process: US Collections & Retention

Operations Manager

• Manage end-to-end US Collections & Retention operations.
• Drive collections, retention, SLA, productivity, and quality targets.
• Lead Team Leaders and handle client escalations and performance reviews.

Team Leader

• Lead a team of collection/retention agents.
• Monitor daily KPIs, conduct coaching, and improve team performance.
• Handle escalations and ensure target achievement.

Quality Analyst

• Audit collection and retention calls for quality and compliance.
• Provide feedback, conduct RCA, and drive process improvements.
• Prepare quality reports and calibration updates.

Mandatory Requirements

• Experience in US Collections & Retention process.
• Excellent communication and stakeholder management skills.