Collections (Retail/B2C) Process QA

Job DescriptionThe Collection QA monitors, evaluates, and helps improving the quality of collection calls and processes. This role helps collection team members to adhere to company policies, regulatory requirements, and customer service standards, while identifying areas for improvement and training. Mentioned below are key duties: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 deviationsTrack 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 regulationsParticipate in calibration sessions for scoring consistency across QA teamQualificationsAt least 7 years of experience as a Collection Quality AnalystStrong coaching and interpersonal skillsHas the ability to work independently and collaborativelyShould have analytical thinking and ability to drive performance improvement Amenable to onsite work in either McKinely West, Taguig or MOA Complex, PasayCan work in Australian shift