Quality Control Assistant

3 days ago

Ortigas Post Office P, Philippines Green Mango Technology Corp Full time

QC Agent

The Quality Control Agent is responsible for conducting quality checks on lending and collection operations to ensure compliance with regulatory standards, internal policies, and consumer protection laws. The role helps ensure that collection agents adhere to proper collection practices and that consumer concerns are handled appropriately.

Key Responsibilities

Quality Assurance & Monitoring

Perform quality monitoring of loan processing activities, collection calls, and customer interactions.

Conduct random audits of collection scripts, system records, and transaction histories to identify potential policy violations, errors, or non-compliant practices.

Assist in verifying that service comply with SEC's Financial Consumer Protection Act IRR and the Data Privacy Act.

Compliance & Reporting

Ensure individual tasks follow SEC, RA 11765, and other relevant lending regulations.

Prepare and submit QC findings, audit results, and monitoring reports to the QC Supervisor.

Training & Process Improvement

Provide feedback to agents on call quality, documentation accuracy, and proper collection etiquette.

Report recurring issues and recommend improvements to support better compliance and operational efficiency.

Consumer Protection & Complaints Handling

Monitor, verify, and document customer complaints to ensure they are logged, investigated, and resolved within prescribed timelines.

Escalate significant or urgent issues to the QC Supervisor or Compliance Officer.

Risk Management

Identify indicators of fraud, abusive collection behavior, or non-compliance that may pose legal or reputational risks.

Report risk findings and recommend corrective actions to management through the QC Supervisor.

Job Types: Full-time, Permanent

Pay: Php20, Php22,000.00 per month

Benefits:

  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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