
Collections Quality Analyst
1 day ago
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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