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Collection Quality Analyst

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time ₱600,000 - ₱1,200,000 per year

Job Title: Quality Analyst

Department: Collections Department

Key Responsibilities:

  • Monitor and evaluate calls and other customer interactions to ensure compliance with quality standards.
  • Provide feedback and coaching to agents to drive performance improvement.
  • Create and maintain QA reports and trackers to monitor quality metrics and trends.
  • Identify process gaps and recommend improvements based on audit findings.
  • Conduct calibration sessions with team leads, trainers, and operations to ensure alignment in quality standards.
  • Collaborate with cross-functional teams (Operations, Risk, Training) for process improvement.
  • Document and maintain QA guidelines, criteria, and scoring sheets.

Requirements:

  • Proven experience as a Quality Analyst, preferably in fintech or banking.
  • Strong understanding of quality assurance methodologies and audit tools.
  • Strong analytical and problem-solving skills.
  • Ability to give constructive feedback professionally.
  • High attention to detail and accuracy.
  • Comfortable working with data and reports.