Onsite Operations Lead — Collections & QA

TSI - Transworld Systems Inc.; Phoenix (AZ); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision

401k with employer matching

Paid time off

Paid holidays

Job summary

Transworld Systems, Inc. is seeking a quality assurance and operations leader for our Phoenix team. The role focuses on evaluating collector calls, coaching staff, and ensuring adherence to FDCPA and state laws while driving performance optimization.

The position requires strong communication and leadership, with a track record in collections and confidentiality. Onsite work in Phoenix with a supportive benefits package is offered.

Qualifications

• HS Diploma, GED or equivalent required.
• Associates Degree or equivalent; bachelor’s degree preferred.
• 2 years of collections experience required.
• 4 years of collections experience preferred.
• 2 years managing a team; prior leadership in collections ideal.
• Knowledge of FDCPA and state collection laws ideal.
• Strong written and verbal communication; high confidentiality.

Responsibilities

• Conducts quality assurance on Collector phone calls and provides actionable feedback.
• Reviews collector files and administers corrective action plans.
• Analyze daily collection performance and guide staff to meet goals.
• Manage staffing ratios to achieve file targets.
• Provide training and mentoring to Collectors.
• Monitor and optimize collector file flow and performance.
• Deliver semi-annual reviews and quarterly feedback to teams.

Skills

Managerial experience

Collection industry knowledge

Negotiation

Communication skills

Leadership

Confidentiality

Microsoft Word & Excel

Education

Associates Degree or equivalent

Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Transworld Systems, Inc. is seeking a quality assurance and operations leader for our Phoenix team. The role focuses on evaluating collector calls, coaching staff, and ensuring adherence to FDCPA and state laws while driving performance optimization.

The position requires strong communication and leadership, with a track record in collections and confidentiality. Onsite work in Phoenix with a supportive benefits package is offered.