AI Voice Operations Specialist

Wefund Lending Corp.; Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

WeFund Lending Corp. is seeking an AI Voice Operations Specialist to oversee the quality, compliance, and operational performance of our AI Voice Agent used in collections.

This role involves monitoring AI-generated customer interactions, testing new AI versions, and collaborating with business and technical teams to improve effectiveness. The ideal candidate will have 2+ years in collections, fluent English, strong attention to detail, and experience in QA or team leadership.

Qualifications

• 2+ years in collections or call center collections preferred.
• Experience in QA, training, or coordinating teams.
• Ability to summarize findings into actionable feedback and reports.
• Fluent in English, both written and spoken, with strong communication skills.

Responsibilities

• Daily quality monitoring of AI voice call recordings to identify issues and ensure compliance.
• Organize and conduct pre-release manual testing for AI Voice Agent iterations with real test calls.
• Provide feedback to business and tech teams and assist in knowledge base refinement and performance monitoring.

Skills

Collections experience

Quality Assurance

Team Leadership

Analytical mindset

English fluency

Attention to detail

Compliance knowledge

Job description

About the Company:

WeFund is the leading FinTech company in the Philippines. It is a subsidiary of FinVolution Group, one of the biggest FinTech companies in Asia and is publicly listed with the NYSE (FINV). Our core values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.

About the Job:

JOB TITLE: AI Voice Operations Specialist

REPORTS TO: Collections Manager

LOCATION: Ortigas Center, Pasig City

Job Summary:

The AI Voice Operations Specialist will oversee the quality, compliance, and operational performance of our AI Voice Agent used in Collections. This role is responsible for monitoring AI-generated customer interactions, conducting pre-release testing of new AI versions, and collaborating closely with business and technical teams to continuously improve the AI's effectiveness.

Job Responsibilities:

1. Daily Quality Monitoring

   • Conduct daily listening sessions on AI voice call recordings to identify and flag issues, including but not limited to:

     • Inaccurate script responses
     • Incorrect customer intent recognition
     • Unreasonable collection logic or call flow
     • Compliance breaches or policy violations
   • Provide timely, clear feedback to both the business and technical teams for resolution.

2. Pre-release Manual Testing

   • Organize and conduct manual testing for new versions of the AI Voice Agent prior to deployment.
   • Each iteration must be validated through real human-to-human test calls to ensure it meets quality and compliance standards before going live.
   • Document test results and provide a clear pass/fail recommendation with supporting rationale.

3. General Support & Coordination

   • Assist in other AI Voice Agent related tasks, including script optimization input, knowledge base refinement, and ongoing performance monitoring.

Requirements:

1. At least 2 years of experience in collections(phone collections experience preferred).
2. Fluent in English(both written and spoken) – essential for collaborating with technical teams and providing clear, actionable feedback.
3. Strong sense of responsibility and attention to detail– able to detect subtle issues in call recordings and articulate them precisely.
4. Good collections performance track record– candidates with proven collections results will be given preference.
5. Familiarity with compliance requirements in the collections space.
6. Experience in quality assurance, training, or team leadership.
7. Analytical mindset with ability to summarize findings into actionable reports.

Why Join JuanHand?

• Be part of a fast-growing fintech company transforming financial access in the Philippines.
• Work in an agile, innovative, and mission-driven environment.
• Competitive compensation and benefits.
• Opportunities for growth and leadership.
• Culture of ICED Tea and Setting Up People for Success.

Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has been recognized by the SEC as a Best Practice OLP. Currently, it has over 65million downloads and disburses over 3.5billion pesos of loans monthly.

Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD27billion loan book. Finvolution is a publicly traded company and listed with the NYSE (FINV). Wefund is committed to help the creditworthy yet underserved by offering tech enabled financial products that are pleasant to use, with fair interest rates and fast approval times. It is the trusted fintech lender of choice and operates with the highest level of integrity and ethics. Wefund has a reputation of being an Employer of Choice in the Fintech Lending industry. Our Core Values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.