Quality Assurance Executive – Post-Loan Collection

PalmPay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets in this year. We’re reinventing the payment experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

Job Summary:

The Quality Assurance Executive is responsible for evaluating the performance of the Post Loan Collection team to ensure high standards of compliance, professionalism, and customer service. This role plays a key part in identifying training needs, monitoring customer interactions, and ensuring adherence to internal policies and regulatory requirements in all post-loan recovery activities.

Job Responsibilities:

• Monitor and evaluate daily collection calls and customer interactions for quality, tone, script adherence, and compliance.
• Identify non-compliance with standard operating procedures (SOPs) and highlight risks.
• Provide actionable feedback and support the training and development of collection agents.
• Develop and maintain QA scorecards, audit sheets, and evaluation frameworks.
• Assist in updating and improving scripts, processes, and communication protocols.
• Ensure that customer communications meet internal quality and regulatory standards.
• Prepare QA reports and share key insights with the department head regularly.
• Participate in calibration sessions with the Collection and Risk teams to align QA standards.
• Track and report common errors, complaints, and areas for improvement.

Competency Requirements:

• Attention to detail
• Objectivity and fairness
• Coaching and feedback delivery
• Empathy with firmness
• Understanding of customer behavior
• Compliance and regulatory awareness

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Finance, or a related field (MBA preferred).
• 1–3 years of experience in call center QA, collections, or customer service (experience in fintech or financial services is a plus).
• Strong understanding of debt collection processes and customer communication etiquette.
• Good knowledge of compliance, especially in the context of financial regulations (Bangladesh Bank/NBFI guidelines).
• Excellent communication skills in Bangla and English.
• Strong analytical, observational, and report-writing skills.