Collections QA Specialist: Elevate Call Quality

PalmPay; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

PalmPay in the Philippines is seeking a Quality Assurance Specialist - Collections to monitor and evaluate the quality of collection agents' calls, ensuring adherence to company policies and standards. The role involves providing feedback, coaching, and daily QA reporting to improve performance.

You should have 1+ year QA or collections experience, strong communication and analytical skills, and be proficient with Excel/Sheets. Ability to work independently and meet targets is essential.

Qualifications

• Minimum 1 year experience in QA, collections, BPO, or customer service.
• Strong communication and analytical abilities with attention to detail.
• Proficient in Excel or Google Sheets for data tracking.
• Capable of working independently and meeting deadlines.
• Consistent and fair in evaluating calls and processes.

Responsibilities

• Monitor and evaluate collection calls using the QA scorecard.
• Check agent compliance, communication, and call handling.
• Identify and document errors and violations observed.
• Provide feedback and coaching recommendations to agents and Team Leaders.
• Escalate major or critical violations to QA Supervisor.
• Prepare daily QA reports and metrics.
• Track agent performance and recurring issues.
• Participate in QA calibration and alignment sessions.
• Recommend refresher training for recurring quality issues.
• Maintain confidentiality of customer and company information.
• Meet the daily monitoring target and perform other QA tasks as assigned.

Skills

QA experience

Communication

Analytical

Detail-oriented

Excel/Sheets

Independent work

Deadline oriented

Fair evaluation

Job description

PalmPay in the Philippines is seeking a Quality Assurance Specialist - Collections to monitor and evaluate the quality of collection agents' calls, ensuring adherence to company policies and standards. The role involves providing feedback, coaching, and daily QA reporting to improve performance.

You should have 1+ year QA or collections experience, strong communication and analytical skills, and be proficient with Excel/Sheets. Ability to work independently and meet targets is essential.