Collections Quality Analyst
- Taguig City, Metro Manila
- Permanent
- Full-time
The Collection QA's main goal is to monitor and improve the quality of collection calls and processes. This ensures the collections team follows company policies, legal regulations, and customer service standards.Evaluates Calls: Listens to both inbound and outbound collection calls to assess team performance using specific scorecards and quality standards.Identifies Issues: Pinpoints problems such as compliance violations, poor communication, or deviations from standard procedures.Analyzes Performance: Tracks quality metrics and Key Performance Indicators (KPIs) to help manage team performance.Provides Feedback: Offers valuable insights to team leaders and trainers, and works with supervisors to give constructive feedback to individual team members.Recommends Training: Suggests specific coaching or training based on the quality findings to address areas for improvement.Ensures Compliance: Makes sure all collection activities adhere to debt collection laws and regulations.Maintains Consistency: Participates in calibration sessions with other QA team members to ensure consistent scoring.Required QualificationsA minimum of 7 years of experience as a Collection Quality Analyst.Strong coaching, interpersonal, and analytical skills.The ability to work both independently and as part of a team.The role is based on-site in either Taguig or the MOA Complex and requires working an Australian shift.