Process and Transactions Quality Lead

Join the Tilt team

At Tilt (formerly Empower), we see a side of people that traditional lenders miss. Our mobile-first products and machine learning-powered credit models look beyond outdated credit scores, using over 250 real-time financial signals to recognize real potential. Named among the next billion-dollar startups, we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward.

The Opportunity: Process and Transactions Quality Lead

The PTQ Lead ensures the effective delivery of Process and Transaction Quality standards by aligning with compliance requirements, operational protocols, and quality assurance goals. This role oversees transactional audits, maintains process documentation, enhances team performance, and drives continuous quality improvement across all financial operations functions

How You'll Make an Impact

Alignment of Compliance Requirements and Operating Standards (Procedures, Policies, Processes)

• Transactional Audits: Supports the PTQ Associate in conducting transactional audits and monitoring voice and non-voice interactions based on established standard operating procedures and compliance standards.

• Process Documentation Standards: Aligns with Financial Operations (FinOps) Managers and stakeholders to ensure that all process documentation is updated and properly maintained.

• Knowledge and Skills Alignment: Works with FinOps Leaders to build solutions that ensure alignment of all knowledge requirements and the development of baseline expected skills for the team.

• Compliance Requirements: Works with cross-functional groups to ensure organizational alignment with regulatory requirements, in partnership with the Compliance Group.

Performance Optimization and Operators Hard Skills Development

• Develops targeted solutions for learning, unlearning, or relearning as necessary to ensure proper alignment of information based on insights derived from quality audits.

• Creates various learning campaigns, programs, and activities to improve low-performing, negative outlier, and continuously declining talents in FinOps.

• Conducts thorough analyses of the portfolio to identify factors that may influence either positive or negative group and individual performance of both In-House and External Operators (e.g. Outsourced Collection Agencies)

Continuous Performance and Quality Improvement

• Build and present reports and analyses on FinOps performance that contribute to and directly relate to the company's operational success and compliance with regulatory standards.

• Works to improve the quality of conversations across all customer-interaction touchpoints based on the function's target (CSAT, PTP, Kept, etc.) through the creation of spiels, rebuttals, scripts, and response templates.

Why You're a Great Fit

• You have a bachelor's degree.

• You have experience in Fintech and/or BPO operations, ideally in Credit Underwriting, Collections, or Customer Service, and a strong understanding of the Lending Customer Lifecycle Process.

• You have at least 2 years of experience using quality management systems for high-volume transactions, including conducting audits, building summary materials such as gap analyses and top drivers, and presenting data insights to key stakeholders (Managers, Directors, and/or Clients).

• You have been directly involved in the development and implementation of at least two of the following: soft skills or process improvement initiatives, coaching and feedback management, synchronous knowledge and skills development (including training or A-Bay programs), and the creation of process documentation or e-Learning materials (such as update banners or full modules).

• You have strong written and verbal communication skills in both Filipino and English.

• You are able to work collaboratively or independently in a fast-paced environment, depending on the task at hand.

• You are willing to work on shifting schedules, including weekends and holidays if required by the business.

• You are amenable to working onsite in the Ortigas Business District.

About Cashalo

Tilt is a fast-growing fintech on a mission to expand access to fair credit to give anyone the opportunity to improve their financial security and mobility. We recently launched in Southeast Asia through our acquisition of Cashalo, a leading online lending platform, and the fastest growing lender in the Philippines. Our mission to expand access to credit in the region will take creativity, passion, and drive

Don't meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.

What you'll get at Tilt

• Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You'll get started with a WFH office reimbursement.

• Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity.

• Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.

• Visibility is yours: You can count on direct exposure to our leadership team — we're a team where good ideas travel quickly.

• Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We've visited Vail, San Diego, and Mexico City, to name a few.)

• Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.

The Tilt Way

We're looking for people who chase excellence and impact. Those who stand behind their work, celebrating the wins and learning from the missteps equally. We foster an environment where every voice is valued and mutual respect is non-negotiable — brilliant jerks need not apply. We're in this together, working to expand access to fair credit and prove that people are incredible. When you join us, it's not just another day at the [virtual] office, you're helping millions of hardworking people reach better financial futures.

You're pushing ahead in your career? We can get behind that. Join us in building the credit system that people deserve.

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