About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
The Group Leader – Quality Assurance (Debt Collections) will lead a team of Quality Analysts to ensure accurate audits and strict compliance with U.S. debt collection regulations (FDCPA, FCRA, CFPB, UDAAP, TCPA). The role focuses on driving quality governance through QA frameworks, calibrations, trend analysis, and continuous improvement, while partnering with Operations and clients to enhance compliance, performance, and customer experience.
Location/Hours
Location: Bhayandar, Mumbai
Shift: Night (9 hours between 8:00 AM EST – 8:00 PM PST)
Job Responsibilities / Expectations
- Lead and develop the QA team by mentoring analysts, conducting calibrations, and ensuring consistent audit accuracy and performance standards
- Enforce regulatory compliance by applying deep knowledge of FDCPA, FCRA, CFPB, UDAAP, TCPA, and state-specific laws, acting as the primary compliance SME for operations
- Drive quality governance through structured QA frameworks, error-trend analysis, RCA creation, and implementation of continuous improvement initiatives
- Conduct floor briefings and compliance refreshers to keep collectors updated on regulatory changes, client expectations, and best practice call handling techniques
- Analyze quality and compliance metrics to identify gaps, publish actionable insights, and work with Operations to improve call quality, RPCs, customer experience, and risk control
- Collaborate with clients and internal stakeholders by participating in calibrations, supporting audits, and aligning QA, Training, and Operations on process enhancements and compliance standards
- Ensure documentation accuracy and audit SLAs by maintaining updated QA scorecards, playbooks, calibration logs, and reporting dashboards
- Monitor and evaluate quality performance trends across the collections floor
- Provide coaching and feedback to QA team members to enhance audit consistency
- Partner with Training to identify skill gaps and develop targeted interventions
- Support operational teams with quality-related escalations and compliance queries
- Drive a culture of quality excellence and regulatory adherence across the organization
Minimum Qualifications
- Graduate in any field
- Strong knowledge of MS Office (Excel, Word, PowerPoint)
- Strong people management and organizing skills
- Strong analytical, interpersonal, and decision-making skills
- Deep understanding of U.S. debt collection regulations (FDCPA, FCRA, CFPB, UDAAP, TCPA)
- Experience in quality assurance within the collections or financial services domain
- Proven ability to lead and develop QA teams
- Excellent communication and presentation skills
- Strong attention to detail and audit accuracy
- Ability to analyze data and translate findings into actionable insights
Desired Qualifications
- Experience in BPO/BPM environment with U.S. debt collections
- Advanced Excel skills for data analysis and reporting
- Certification in quality management or compliance
- Experience with QA tools and audit management systems
- Knowledge of state-specific debt collection laws and regulations
- Track record of implementing successful quality improvement initiatives
- Experience conducting client calibrations and audits
- Strong understanding of collections metrics and KPIs
- Ability to work collaboratively across cross-functional teams
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.