QA Analyst

1 day ago

Taguig, National Capital Region, Philippines Ben edictio Full time $60,000 - $80,000 per year

Job Overview:

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.

Job Responsibilities:

  • Assess and evaluate inbound and outbound collection calls.

  • Assess team member's 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

Job Qualifications:

  • With 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

Job Types: Full-time, Permanent

Benefits:

  • Health insurance

Education:

  • Bachelor's (Required)

Experience:

  • Quality Analyst (Collections): 7 years (Required)

Work Location: In person

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