Call Quality Control Assistant

7 hours ago

Pasay, Philippines Metrobank Full time

Overview Call Quality Control Assistant (Collections) – Metrobank, Pasay, National Capital Region, Philippines Position Title: Collections Quality Control Specialist (Call Quality Control Assistant) Job Summary The position is responsible for conducting various quality assurance (QA) tests for the Collections Department. The Quality Control Specialist conducts Day-2 review activities for Collections and ensures that all errors are reported on time for prompt resolution. S/he assists in performing internal audits in the department, including collection agencies, and helps implement different QA test procedures. Specific Duties & Responsibilities Conduct Day-2 reviews and accuracy checks on the collection processes in compliance with approved policies, procedures, and quality standards Assist in performing QA test procedures and internal audits for all units of the department and for all collection agencies Perform random checks on the call monitoring process conducted by Collection Officers Stay updated with applicable new policies and processes Assist in handling the department’s Centralized Complaint System, conduct investigations, prepare letters, and perform call-outs to clients; review and coordinate with concerned units on resolution of collection complaints under supervision of QA Officer Ensure all assigned review activities are completed within turnaround time; ensure agency visits are conducted on schedule and all findings are reported promptly Monitor and ensure prompt resolution of reported errors through coordination with various units Generate daily and monthly reports on review results and audit findings Recommend action steps to resolve issues or improve processes Recommend effective strategies to improve quality/accuracy, reduce costs, and enhance customer satisfaction Conduct side-by-side call monitoring with in-house agents at least once per quarter Provide observations to the training officer Document call monitoring results Provide inputs to the annual business review of collection agencies to assist in contract renewal evaluation Escalate any errors or issues that may pose bank risk to the immediate supervisor Perform backup functions to ensure the team’s review turn-around time is met Perform other duties as assigned by the immediate supervisor Qualifications Bachelor’s degree, preferably in business At least 2 years of experience in Collections; preferably in self-assessment tests, quality assurance, or training; experience as a Collector is a plus Knowledge of collection systems and policies/procedures is advantageous Other Details Rank: Rank and File Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division / Collections Support Department Location: Metropark, Pasay #J-18808-Ljbffr

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