Banking Collections Quality Analyst

PM Consulting; Quezon City; On-site; PHP 350,000 - 520,000; Full time

Job summary

PM Consulting in Metro Manila is seeking a detail-oriented Quality Analyst to monitor customer interactions, evaluate adherence to quality standards, and drive improvements in banking collections processes.

You will need 2+ years in UK/US/AU banking collections QA, strong Excel/PowerPoint skills, and the ability to translate findings into actionable coaching. Collaboration with Operations and Training is expected for calibration and continuous improvement.

Qualifications

• Minimum of 2 years of work experience in UK, US, or AU banking collections operations and quality assurance within a call center or shared services environment.
• 2–4 years of contact center experience in the banking industry.
• Proven experience in quality monitoring, call auditing, and performance evaluation.
• Strong understanding of banking collections processes and customer interaction standards.
• Experience handling or auditing collections accounts for UK, US, or Australian markets is highly preferred.
• Strong analytical and problem-solving skills with keen attention to detail.
• Excellent verbal and written communication skills.
• Ability to identify performance trends and translate quality findings into actionable recommendations.
• Comfortable working in a fast-paced, target-driven environment.
• Willing to work on shifting schedules, including night shifts, weekends, or holidays, depending on business requirements.

Responsibilities

• Conduct regular quality audits and evaluations of customer interactions, including voice and other supported communication channels.
• Monitor and assess collection calls to ensure adherence to established quality standards, policies, procedures, and compliance requirements.
• Evaluate agents' performance based on call quality, collection effectiveness, customer handling, communication skills, and process adherence.
• Identify recurring quality issues, performance trends, and process gaps that may impact customer experience or business results.
• Provide clear, timely, and constructive feedback to agents and operations teams.
• Participate in calibration sessions with Operations, Training, and other stakeholders to ensure consistency in quality scoring.
• Prepare and maintain quality reports, scorecards, audit results, and performance trend analysis.
• Recommend coaching and process improvement opportunities based on quality findings.
• Support root-cause analysis and corrective action initiatives for recurring quality and compliance issues.
• Ensure accurate and consistent application of quality standards across audited transactions.
• Stay updated on process changes, client requirements, and relevant banking collections policies and procedures.
• Perform other quality-related tasks and initiatives as assigned.

Skills

Quality monitoring

Call auditing

Analytical skills

Verbal communication

Written communication

Excel

PowerPoint

Job description

PM Consulting in Metro Manila is seeking a detail-oriented Quality Analyst to monitor customer interactions, evaluate adherence to quality standards, and drive improvements in banking collections processes.

You will need 2+ years in UK/US/AU banking collections QA, strong Excel/PowerPoint skills, and the ability to translate findings into actionable coaching. Collaboration with Operations and Training is expected for calibration and continuous improvement.