Collections Quality Analyst

4 days ago

Manila, National Capital Region, Philippines AVENSYS CONSULTING INC. Full time $40,000 - $80,000 per year

Role: Collections Quality Analyst | Permanent Position

Work set-up: Onsite - McKinely West, Taguig or MOA Complex, MOA

Work schedule: Can work in Australian shift

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.

Mentioned below are key duties:


• 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


• Has the ability to work independently and collaboratively


• Should have analytical thinking and ability to drive performance improvement


• Amenable to onsite work in either McKinely West, Taguig or MOA Complex, MOA


• Can work in Australian shift

About us

AVENSYS CONSULTING INC.' is a leading provider of business process outsourcing solutions, with a strong focus on delivering exceptional customer service. We pride ourselves on our commitment to innovation, excellence, and creating value for our clients. Our team of dedicated professionals is passionate about helping businesses succeed, and we are always looking for talented individuals to join our growing organisation.

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