Field Quality Control Specialist

About the Company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy.

Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products. Backed by Breeze Ventures, a global fintech company based in Singapore, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Jungle Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Qualifications

• Strong knowledge of collections processes, regulatory compliance, and debt recovery practices.
• Skilled in investigation, documentation review, and fraud detection.
• Excellent communication skills, both written and verbal, with the ability to train, coach, and give feedback effectively.
• Proficient in data analysis, reporting, and use of MS Office tools (Excel, Word, PowerPoint) or equivalent systems.
• Strong analytical and problem-solving abilities; able to identify issues, trends, and recommend practical solutions.
• Must have a valid driver's license and own a motorcycle for conducting field validations and visits.
• Physically fit and willing to travel or conduct fieldwork in different areas as needed.
• High level of integrity, professionalism, and ethical standards when dealing with sensitive information and client interactions.
• Ability to work independently, manage time effectively, and handle multiple priorities under pressure.
• Flexible and adaptable to a fast-paced, dynamic work environment.

• Quality Control and Compliance: Ensure all aspects of the collections process are carried out in compliance with relevant laws and regulations. Review collections field visits, monitor the performance of field collectors, and check documentation to ensure that proper procedures are followed and ethical practices are observed.
• Data Integrity and Accuracy: Verify and maintain data integrity to ensure that information is accurate, reliable, and complete.
• Documentation Review: Review and assess documentation related to debt collection, including agreements, contracts, and payment histories. Validate the legitimacy of debts and the accuracy of the information presented or discussed.
• Communication and Resolution: Work on improving the quality of communication with debtors. Train field collectors on effective communication strategies, ensuring professionalism, courtesy, and accuracy in all client interactions.
• Process Improvement: Identify areas where the collections process can be improved for greater efficiency, customer satisfaction, and results. Analyze data and metrics to pinpoint issues and recommend actionable improvements.
• Reporting and Analysis: Compile and analyze data related to collection efforts, such as success rates, recovery rates, and customer feedback. Use findings to inform strategies and optimize processes.
• Investigation: Conduct special validations to detect possible fraudulent activity by field collectors (e.g., fake visits, unauthorized transactions). This includes additional field visits or phone calls to clients as needed.
• Random Field Validation: Conduct random field visits or accompany field collectors during their actual fieldwork to observe and assess their overall collection practices, professionalism, and skip-tracing skills.
• Feedback and Coaching: Provide constructive feedback and coaching to field collectors based on quality monitoring results. Offer guidance and support to help them improve performance and achieve targets.
• Training and Development: Design and deliver training programs, workshops, and coaching sessions to enhance the skills and knowledge of both new and tenured field collectors. Focus on effective communication, negotiation techniques, legal compliance, and customer service.