Collections Quality Assurance

4 days ago

Bonifacio Global Metro Manila, Philippines Asticom Technology Inc Full time ₱420,000 - ₱480,000 per year

Location: BGC, Taguig

Salary: ₱35,000 – ₱40,000

Schedule: Dayshift

Key Responsibilities:

  • Conduct monthly audits to check if third-party collection agencies comply with their contracts or Master Service Agreements (MSA).
  • Perform call monitoring for third-party agencies and VoiceBot based on approved call monitoring guidelines.
  • Identify areas for improvement and recommend actions to ensure compliance with quality standards.
  • Prepare and submit monthly reports highlighting findings, trends, and recommendations.
  • Communicate quality performance and trends to vendors and internal stakeholders.
  • Analyze processes to detect recurring issues, suggest corrective actions, and implement process improvements to reduce errors.
  • Collaborate with stakeholders to address weaknesses and improve operational efficiency.
  • Perform Day-2 reviews for Collections to ensure all identified errors are reported and resolved promptly.
  • Help develop and update Quality Assurance (QA) test procedures for collections activities.
Qualifications:
  • Bachelor's degree in any field.
  • Preferably with 1–3 years of experience in Collections or Customer Service.
  • Excellent verbal and written English communication skills; comfortable working with global teams.
  • Strong problem-solving skills, attention to detail, and goal orientation.
  • Experience in process improvement is an advantage.
  • Committed to delivering excellent customer service.
  • Able to prioritize tasks, manage multiple responsibilities, and meet deadlines.
  • Advanced knowledge of Microsoft Office tools is a plus.

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