Collection QA / Trainer Team Lead

Capgemini Philippines Corp.; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading consulting firm is seeking a Collection QA to monitor and enhance the quality of collection calls. You will evaluate team performance, identify areas for compliance, and provide training recommendations. The ideal candidate has at least 7 years of experience in quality analysis and possesses strong coaching and analytical skills. This role requires onsite work in Metro Manila.

Qualifications

• At least 7 years of experience as a Collection Quality Analyst.
• Ability to work independently and collaboratively.
• Drive performance improvement through analytical thinking.

Responsibilities

• Monitor and evaluate the quality of collection calls.
• Assess team member performance based on predefined standards.
• Provide actionable insights to team leaders and trainers.

Skills

Coaching

Analytical thinking

Interpersonal skills

Job description

The 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 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 tea

Qualifications

• 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, MOA.