· Play back recordings and score calls of debt collectors as assigned on a daily basis with established criteria;

· Check the quality of calls according to the process, ensure that the debt collectors are controlled to follow the procedures and regulations;

· Detect violations or frauds of debt collectors and handle them according to regulations. Report special cases to Team Leader for timely solutions.

· Record detailed work results and periodically report back to the Direct Manager;

· Train and re-train employees who make mistakes.

· Collaborate with team leader to improve call quality.

· Proactively offer initiatives and processes to improve quality;

· Other tasks as assigned by the Manager.