Collections (Retail/B2C) Process QA

3 hours ago

Manila, National Capital Region, Philippines Capgemini Full time
Overview

The Collection QA monitors, evaluates, and helps improving the quality of collection calls and processes. This role helps collection team members to adhere to company policies, regulatory requirements, and customer service standards, while identifying areas for improvement and training.

Responsibilities
  • Listen to and evaluate inbound and outbound collection calls.
  • Assess team member performance based on predefined quality standards and scorecards.
  • Identify compliance issues, communication gaps, and process deviations.
  • Track quality metrics and KPIs to support performance management.
  • Provide actionable insights to team leaders and trainers.
  • Collaborate with supervisors to deliver constructive feedback to team members.
  • Recommend targeted coaching or training interventions based on QA findings.
  • Maintain adherence to debt collection laws and regulations.
  • Participate in calibration sessions for scoring consistency across QA team.
Qualifications
  • At least 7 years of experience as a Collection Quality Analyst
  • Strong coaching and interpersonal skills
  • Ability to work independently and collaboratively
  • Analytical thinking and ability to drive performance improvement
  • Amenable to onsite work in either McKinely West, Taguig or MOA Complex, Pasay
  • Can work in Australian shift

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