Quality Assurance Specialist

Setting the Standard for Responsible Financial Solutions

Our client, iCash, is a leading Canadian fintech company specializing in responsible short-term lending solutions. With a strong commitment to transparency, compliance, and customer respect, iCash leverages advanced technology to make borrowing simple, secure, and empowering. Join a team that values quality as much as customer trust.

Work-life balance meets purpose-driven performance. Be the voice behind compliance, the eyes behind improvement, and the heart behind customer care. Join a growing financial services team where quality isn't just checked-it's championed.

Job Description

As a Quality Assurance Specialist, you will monitor, evaluate, and elevate the quality of collection operations. Your role involves conducting audits, identifying performance gaps, coaching agents, and collaborating with cross-functional teams to uphold compliance and enhance customer experience.

Job Overview

Employment type: Full-time

Shift: Night Shift

Work setup: Permanent Work From Home

Salary: PHP 45,

Exciting Perks Await

• Competitive Salary Package
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education

• Bachelor's degree in Business, Communications, or a related field

Experience

• At least 2 years of experience in Quality Assurance within collections, contact center, or BPO environment

Industry Background

• Preferably with B2C collections or financial services experience (credit, loans, payments, or fintech)

Technical Skills

• Proficient in QA monitoring tools, MS Office (Excel/PowerPoint), and call recording systems

Analytical Skills

• Strong attention to detail, ability to identify behavioral trends, and recommend corrective actions

Communication Skills

• Excellent verbal and written English communication; able to deliver constructive feedback clearly and professionally

Compliance Knowledge

• Familiarity with Canadian consumer protection and collections laws is an advantage

Soft Skills

• Organized, objective, approachable, and proactive in driving quality initiatives

Preferred

• QA or Six Sigma certification, experience in calibration facilitation, or process improvement projects

Performance Indicators

Accuracy and timeliness of QA audits

• Improvement in agent quality scores and compliance adherence

Your Daily Tasks

• Conduct daily call audits and quality evaluations for Collections Specialists and Team Leaders.
• Ensure all collection communications align with iCash's policies, compliance standards, and Canadian financial regulations.
• Prepare and maintain QA scorecards, audit forms, and calibration guidelines.
• Provide coaching and feedback sessions with agents and supervisors to address performance gaps and reinforce best practices.
• Collaborate with Training, Operations, and Compliance teams to ensure continuous process improvement.
• Identify trends and recurring issues from audits and recommend targeted action plans.
• Generate weekly and monthly quality reports with root-cause analysis and suggested corrective actions.
• Participate in calibration sessions with Canadian QA and Operations teams to maintain consistency in scoring and standards.
• Support process documentation, SOP updates, and training material refinement.
• Monitor agent adherence to scripts, tone, empathy, and debt collection guidelines while ensuring customer dignity and data protection.
• Contribute to continuous improvement initiatives, identifying automation or workflow enhancement opportunities.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra