
Collections Quality Control Specialist
4 weeks ago
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Position Title: Collections Quality Control Specialist
Job Summary:
The position is responsible for conducting various quality assurance (QA) tests for Collections Department. The Quality Control Specialist is responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution. He/She shall assist in performing internal audit in the department, including collection agencies, and assist in the implementation of different QA test procedures.
Specific Duties & Responsibilities
- Conducts Day-2 reviews and accuracy checks on the different collection processes in compliance with approved policies and procedures and quality standards
- Assists in performing QA test procedures and internal audit to all units of the department as well as to all collection agencies
- Performs random checking on call monitoring process done by Collection Officers
- Keeps himself/herself updated with applicable new policies and processes
- Assists in handling the department's Centralized Complaint System, conducts investigation, prepares letters and performs call-outs to clients. Review and coordinate with concerned units on the resolution of collection complaints with supervision of QA Officer.
- Ensures that all assigned review activities are done within TAT, agency visits are done within schedule and all errors/findings are reported promptly
- Monitors and ensure prompt resolution of reported errors through coordination with various units
- Generates daily and monthly reports on review results and audit findings
- Recommends action steps to be done to resolve an issue or improve processes
- Recommends effective strategies which will result to improved quality/accuracy, lower operations cost, service improvement and customer satisfaction
- Conducts of side-by-side call monitoring with the in-house agents at least one per quarter
- Provide observation to the training officer
- Document call monitoring results
- Provides inputs to annual business review of collection agencies to assist in contract renewal evaluation
- Escalates to immediate supervisor any error or issues that may result to bank risk
- Performs back up functions to ensure that the team's review standard turn around time is met
- Performs other functions that may be assigned from time to time by the immediate supervisor.
Qualifications:
- Bachelor's degree holder; preferably graduate of business course
- At least 2 years of experience in Collections; preferably handling self-assessment tests or quality assurance and training.Preferably with experience as a Collector
- Knowledge on collection system and policies/procedures is an advantage
Other Details:
Rank: Rank and File
Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division / Collections Support Department
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