Impactful QA Lead for Collections & Training

Astra Tech; Abu Dhabi; On-site; AED 167,000 - 257,000; Full time

Job summary

Astra Tech is hiring a Quality Assurance Lead to shape and uphold quality standards across collections interactions. The role covers QA framework design, agent training materials, and operational processes to drive compliant, effective customer experiences.

You will monitor calls, coach agents, and collaborate with collections leadership to improve performance and policy adherence. The position requires hands‑on QA expertise, strong communication, and the ability to translate strategy into

Qualifications

• Minimum 1 year of experience in a collections, contact centre, or credit operations environment.
• Demonstrated experience in quality assurance, call monitoring, or collections compliance.”
• Experience designing training content, process documentation, or operational playbooks is preferred.
• Exposure to collections technology platforms (dialers, CRM systems, workforce management tools) is an advantage.

Responsibilities

• Set and maintain QA standards across collections interactions, including design of QA frameworks and training materials.
• Monitor inbound/outbound calls across delinquency stages; evaluate performance against QA scorecards.
• Develop agent feedback, scorecards, and targeted coaching actions for performance improvement.
• Design end‑to‑end processes, escalate workflows, and ensure policy compliance across operations.
• Produce QA reports, support audits, and maintain a knowledge base of scripts and playbooks.

Skills

Quality Assurance

Call Monitoring

Training Design

Process Documentation

Analytical Thinking

Communication

Job description

Astra Tech is hiring a Quality Assurance Lead to shape and uphold quality standards across collections interactions. The role covers QA framework design, agent training materials, and operational processes to drive compliant, effective customer experiences.

You will monitor calls, coach agents, and collaborate with collections leadership to improve performance and policy adherence. The position requires hands‑on QA expertise, strong communication, and the ability to translate strategy into