Quality Manager - Telecalling

About Credit Saison India

Established in 2019, CS India is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.
Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. CS India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.
Currently, CS India has a branch network of 45 physical offices, 1.2 million active loans, an AUM of over US$1.5B and an employee base of about 1,000 people.
Credit Saison India (CS India) is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact.

Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.
Based in Singapore, over 1,000 employees work across Saison’s global operations spanning Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil.

Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. 

Job Summary:*

Quality & Training is a critical role responsible for developing and implementing Quality Assurance and Training strategies in the Collections Telecalling division. This position ensures operational excellence, compliance with internal and regulatory standards, and continuous staff upskilling to enhance performance and customer experience.

*Key Responsibilities:*

1. *Quality Management:*

    - Develop and enforce QA frameworks and monitoring tools.

    - Monitor calls for adherence to scripts, client SLAs, and regulatory compliance.

    - Conduct audits, share insights, and drive Corrective and Preventive Actions (CAPA).

2. *Training Management:*

    - Design and implement training programs for new hires and ongoing staff.

    - Deliver training on collection techniques, regulatory compliance, and soft skills.

    - Conduct Training Needs Analysis (TNA) and maintain an annual training calendar.

3. *Team Leadership:*

    - Team leading , including Trainers, Quality Analysts, and Team Leaders.

    - Set departmental goals and KPIs, conduct performance evaluations, and coaching.

4. *Compliance & Reporting:*

    - Ensure compliance with internal processes and external regulatory norms.

    - Maintain detailed audit records and training documentation.

    - Prepare and present periodic reports on training effectiveness and team performance.

*Key Skills:*

1. Strong analytical and problem-solving skills.

2. Excellent communication, coaching, and presentation abilities.

3. Proven leadership and team management experience.

4. Expertise in quality tools and methodologies.

5. Proficiency in training design and content delivery.

*Qualifications:*

1. Graduate/Postgraduate in any discipline.

2. 5+ years of experience in collections/telecalling. 

3. Strong understanding of collection processes, call center operations, and regulatory norms.

*Job Type:* Full-Time

*Reports To:* Tele-Collections Head

This role is ideal for someone with a strong background in quality management, training, and leadership, looking to drive operational excellence and compliance in a collections telecalling environment.