Collections Quality Assurance Assistant

2 weeks ago

Taguig, National Capital Region, Philippines Asticom Technology Inc Full time ₱350,000 - ₱400,000 per year

Collections Quality Assurance Specialist

Contract Type: Project Based (6 Months)

Location and Work Set Up: Bonifacio Global City, Taguig (Onsite)

Salary Range: 35,000 – 40,000

Job Description:

· Conduct monthly audits to check the compliance of third-party collections agencies on the contract/MSA

· Conduct call monitoring for third-party collections agency and for VoiceBot in reference to the approved call monitoring guidelines

· Identify areas for improvements and take actions in accordance with these needs to ensure compliance with quality standards

· Communicate quality trend results to vendors and stakeholders

· Prepare monthly reports of assigned reviews with specified recommendations to address top and/or recurring findings

· Look for trends and patterns in processes and suggest improvements and changes; implement process improvements designed to reduce process lapses and reduce error rates for collections processes

· Work closely with stakeholders to determine process weaknesses and improve process efficiency

· responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution. He/She shall handle audit reviews for collection agencies and assist in the developing QA test procedures.

Job Qualifications:

· At least a Bachelor's degree in any field

· Preferably with 1-3 years of experience in Collections, or Customer Services

· Candidates must have excellent verbal and written English communication, with strong ability to work in global teams.

· Excellent problem solving skills, strong attention to detail, goal oriented are competencies critical to success of this role.

· With Process Improvement experience

· Commitment to excellent customer service

· Ability to prioritize and manage multiple responsibilities and meet deadlines

· Advanced knowledge of MS Office is a plus

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