Collection Quality Analyst

1 day ago

Manila, National Capital Region, Philippines GSS HR Solutions Private Limted Full time $90,000 - $120,000 per year

Position:
Collection Quality Analyst

Overview:

The Collection QA monitors, evaluates, and enhances the quality of collection calls and processes. This role ensures the collection team adheres to company policies, regulatory requirements, and customer service standards, while identifying areas for improvement and training opportunities.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound collection calls.
  • Assess team member performance using predefined quality standards and scorecards.
  • Identify compliance issues, communication gaps, and process deviations.
  • Track and analyze quality metrics and KPIs to support performance management.
  • Provide actionable feedback and insights to team leaders and trainers.
  • Collaborate with supervisors to deliver constructive performance feedback.
  • Recommend targeted coaching or training interventions based on QA findings.
  • Ensure adherence to debt collection laws and regulations.
  • Participate in calibration sessions to maintain scoring consistency across the QA team.

Qualifications:

  • Minimum 7 years of experience as a Collection Quality Analyst.
  • Strong coaching, feedback delivery, and interpersonal skills.
  • Ability to work independently and collaboratively in a team environment.
  • Strong analytical thinking and performance improvement mindset.
  • Willing to work onsite at McKinley West, Taguig or MOA Complex, Pasay.
  • Amenable to work in Australian shifts.

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