Quality Control Assistant

1 week ago

Pasig, National Capital Region, Philippines Green Mango Technology Corp. Full time

The Quality Control (QC) Assistant in the collection industry is responsible for monitoring and evaluating agent interactions to ensure compliance with company standards, regulatory requirements, and quality expectations. This role involves reviewing call recordings, verifying accurate documentation of account activities, identifying performance gaps, and reporting quality issues to supervisors. The QC Assistant supports continuous improvement by providing insights for coaching, assisting in training initiatives, and maintaining organized QC records. Their work helps ensure ethical, effective, and consistent collection practices across the organization.

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.

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