Skills
● Quality Assurance Leadership & Monitoring
● Call & Chat Quality Evaluation
● Collections & Debt Recovery Optimization
● Fraud Detection & Risk Mitigation
● Agent Coaching & Mentorship
● SOP Development & Compliance Management
● Performance Reporting & Data Visualization
● SaaS: Mambu, Freshsales
● QA Tools: Connex One, Xcally, Redash, Excel
● CRM Systems & Case Documentation
● Microsoft Office Suite, Slack
● Cybersecurity Awareness
About
Results-oriented Quality Assurance Team Lead with expertise in digital lending, collections,
fraud detection, and compliance within the fintech industry. Proven track record of building
QA frameworks from the ground up, enhancing agent performance by 15%+, and preventing
financial losses exceeding GHS 1 million. Skilled in team leadership, SOP development, risk
mitigation, and analytics-driven decision-making. Currently pursuing an MSc in Business
Computing (Information Security Management) to deepen expertise in cybersecurity and
digital risk management.
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