quality assurance officer

15 hours ago

Mandaluyong City, National Capital Region, Philippines MoneyCat Financing Inc. Full time $70,000 - $120,000 per year

JOB RESPONSIBILITIES

  • Measure the quality of collections interactions by evaluating adherence to scripts, company best practices and quality standards, compliance and regulations.
  • Track the number of errors or discrepancies found in collection and operations interaction process.
  • Provide detailed and constructive feedback to agents to help them improve their performance and customer interaction skills.
  • Escalate any critical issues or concerns to the relevant management in a timely manner.
  • Ensure that regulatory requirements are met reducing the risk of legal issues and penalties.
  • To participate as a key member in the project for implementing a speech analytics program.
  • Identify training needs and collaborate with the training officer to develop and deliver tailored coaching sessions.
  • Analise performance data and trends to identify areas for improvement and make recommendations to the management.
  • Provide regular reports on overall performance and trends. Identify and implement opportunities for quality improvement across the team.
  • Attend and contribute to the internal calibration sessions.
  • Contribute to the continuous development of quality assurance processes and procedures.
  • Maintain accurate and up-to-date records of your quality assurance activities.
  • Develop and implement quality assurance programs to ensure adherence to company policies, procedures, and regulatory requirements.
  • Monitor and evaluate the performance of loan processing, customer service, and other operational functions to ensure high-quality standards.
  • Conduct regular audits and reviews of loan applications, customer interactions, and other relevant activities to identify areas for improvement.
  • Provide feedback and recommendations for process improvements based on quality assessments.

CANDIDATE PROFILE

  • Applicants must be willing to work on site.
  • Great team player with ability to work in minimal supervision.
  • Effective communication and interpersonal skills.
  • Excellent attention to detail. Ability and aptitude to identify areas for improvement.

REQUIREMENTS

  • Bachelor's degree in Business Administration, Human Resources, Finance, or a related field.
  • -     Minimum of 3-5 years of experience in quality assurance, training, or a similar role, preferably in the online lending or financial services industry.

Proven experience in designing and delivering training programs and conducting quality audits.

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