Collections Quality Assurance Policy

This sample policy is designed to help organizations standardize the collection process and identify additional training needs.

Sample procedures include defining the sample of accounts to be reviewed, creating a new copy of the QA checklist workbook, creating a QA checklist worksheet for each collector for whom work is being reviewed, renaming each worksheet with a collector’s name, reviewing each sample account using the checklist, completing one row of the checklist for each account reviewed, and reviewing all notes in SMS to understand the history of the account and determining action steps that should have been taken by the collector.