Call Quality Control Assistant

3 days ago

Pasay, National Capital Region, Philippines Metropolitan Bank & Trust Company Full time ₱250,000 - ₱500,000 per year

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Position Title: Collections Quality Control Specialist (Call Quality Control Assistant)

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

Location:  Metropark, Pasay

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