Quality Assurance

3 days ago

Nichols McKinley P, Philippines GRATITUDE INC. Full time

Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for a Quality Assurance (QA) for our BPO Partner in Taguig.

Job title: Quality Assurance

LOB: Banking, Financial Services, and Insurance (BFSI)

Account: Financial/ Credit Card

Location: On-site in Taguig

Work Timing: Shifting

Salary: 33, ,000 basic / 2,000 allowance

Target start date: Immediately/Asap

Headcount: 1

Recruitment Process: Virtual

QUALIFICATIONS:

  • Bachelor's degree or equivalent experience is required
  • Conducts audits across all functions, ensuring accuracy and full compliance with FCRA, FDCPA, PCI-DSS, and card network rules.
  • Analyzes quality trends, identifies root causes, prepares reports, and recommends improvements to enhance performance.
  • Provides feedback, supports training, documents best practices, and drives process improvements with cross-functional teams.
  • Willing to work on-site and shift schedule in Taguig

Required Skills:

  • At least 2 years of experience as a QA in a BPO setting
  • Strong knowledge of Banking – Credit and Collections operations, at least 3 years
  • Ability to manage multiple assigned processes effectively
  • Solid understanding of Quality Management principles and practices
  • Ability to work under strict deadlines and collaborate with the team to meet targets
  • Proficiency in MS Excel
  • Experience in identity theft investigations
  • Experience supporting portfolio scrubs
  • Experience with billing error dispute processing

Roles and Responsibilities:

  • Conduct regular quality audits of customer interactions (phone, email, chat) across all operational functions.
  • Evaluate interactions against quality standards, KPIs, and best practices; identify coaching and improvement opportunities.
  • Audit compliance with FCRA, FDCPA, PCI-DSS, card network rules, and data privacy/security regulations.
  • Perform specialized audits, including:

– Collections: FDCPA compliance and negotiation effectiveness

– Disputes/Chargebacks: Documentation accuracy and card network compliance

– Fraud Investigations: Adherence to investigation protocols

– Credit Bureau Disputes: Timeliness, accuracy, and documentation quality

  • Analyze quality trends, identify root causes, and prepare detailed reports with insights and recommendations.
  • Provide constructive feedback and coaching to agents; support Team Leads with targeted training initiatives.
  • Identify process improvement opportunities and document best practices; support optimization projects.
  • Track and escalate compliance violations and regulatory concerns to management and the Compliance team.
  • Participate in training sessions, develop job aids, and support new hire onboarding.
  • Maintain complete and accurate audit records for compliance and retention requirements.

To apply, please submit your updated resume for this post or via email at and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or a direct call once shortlisted.

APPLY NOW

Job Type: Permanent

Pay: Php33, Php40,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • How many years of Quality Assurance experience do you have in BPO?
  • Please rate your knowledge in Banking – Credit and Collections operations, from 1 to 10, 10 being the highest.
  • Do you have experience in identity theft investigations, supporting portfolio scrubs, and billing error dispute processing? Please share your experience briefly.
  • What is your highest educational attainment?
  • How much is your last drawn salary?
  • How much is your salary expectation? (Please ensure the candidate is aware of the budget)
  • Are you amenable to working onsite in Taguig with a shifting work schedule?
  • This is an urgent position. Are you able to start immediately?

Work Location: In person

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