Collections (Retail/B2C) Process QA

• Listen to and evaluate inbound and outbound collection calls.
• Assess team member performance based on predefined quality standards and scorecards.
• Identify compliance issues, communication gaps, and process deviations
• Track quality metrics and KPIs to support performance management.
• Provide actionable insights to team leaders and trainers.
• Collaborate with supervisors to deliver constructive feedback to team members.
• Recommend targeted coaching or training interventions based on QA findings.
• Maintain adherence to debt collection laws and regulations
• Participate in calibration sessions for scoring consistency across QA team

• At least 7 years of experience as a Collection Quality Analyst
• Strong coaching and interpersonal skills
• Has the ability to work independently and collaboratively
• Should have analytical thinking and ability to drive performance improvement
• Amenable to onsite work in either McKinely West, Taguig or MOA Complex, Pasay
• Can work in Australian shift

Capgemini