Collections Assurance Specialist

17 hours ago

Taguig, National Capital Region, Philippines beBeeQualityControl Full time ₱1,200,000 - ₱1,700,000
Job Description

The role of a Quality Control Specialist in our Collections Department is to ensure the accuracy and quality of collection processes. This involves conducting quality assurance tests, performing Day-2 reviews, and assisting in internal audits and implementing QA test procedures.

This specialist is responsible for staying updated with new policies and processes applicable to the role, ensuring timely completion of assigned review activities, agency visits within schedule, and prompt reporting of errors and findings.

They will also be tasked with monitoring and ensuring prompt resolution of reported errors through coordination with various units, generating daily and monthly reports on review results and audit findings, and recommending action steps to resolve issues or improve processes.

Required Skills and Qualifications
  • Bachelor's degree holder, preferably in a business course.
  • At least 2 years of experience in collections, preferably handling self-assessment tests or quality assurance and training. Experience as a Collector is preferred.
  • Knowledge of collection systems and policies/procedures is an advantage.
Benefits

As a member of our team, you will have the opportunity to work in a dynamic and fast-paced environment, where you can enhance your skills and unlock your talents. We offer opportunities that enhance your professional growth and contribute to the nation's economic and social development.

Key Responsibilities:
  • Conduct Day-2 reviews and accuracy checks on collection processes in compliance with approved policies and procedures.
  • Assist in performing QA test procedures and internal audits for all units of the department and collection agencies.
  • Perform random checks on call monitoring processes done by Collection Officers.
  • Stay updated with new policies and processes applicable to the role.
  • Assist in handling the Centralized Complaint System, conduct investigations, prepare letters, and perform call-outs to clients. Review and coordinate with concerned units on the resolution of collection complaints under the supervision of the QA Officer.
  • Ensure timely completion of assigned review activities, agency visits within schedule, and prompt reporting of errors and findings.
  • 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, lower operations cost, service improvement, and 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 result in bank risk to immediate supervisors.
  • Perform backup functions to ensure the team meets review standard turn-around time.
  • Perform other functions assigned by immediate supervisors from time to time.

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