Collections QA Specialist - On-site (Fintech)

PalmPay Financing Corp.; Philippines; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Performance bonus

Incentives

Company equipment

Job summary

PalmPay Financing Corp. in Quezon City is seeking a Quality Assurance Specialist - Collections to monitor and evaluate collection agents' calls, ensuring compliance with company policies and quality standards.

This role focuses on feedback, coaching, and maintaining confidentiality while supporting performance improvement. The ideal candidate has 1 year of QA, collections, or customer service experience and strong communication and Excel skills.

Qualifications

• At least 1 year experience in QA, Collections, BPO, or Customer Service.
• Detail-oriented and organized.
• Knowledgeable in Excel/Google Sheets.
• Able to work independently and meet deadlines.
• Fair, objective, and consistent when evaluating calls.

Responsibilities

• Monitor and evaluate collection calls using the approved QA scorecard.
• Check agents' compliance, communication, and call handling.
• Identify and document errors and violations.
• Provide feedback and coaching recommendations to agents and Team Leaders.
• Escalate major or critical violations to the QA Supervisor.
• Prepare daily QA reports.
• Track agent performance and identify recurring issues.
• Participate in QA calibration and alignment sessions.
• Recommend refresher training for agents with recurring quality issues.
• Maintain confidentiality of customer and company information.
• Meet the required daily monitoring target.
• Perform other QA-related tasks assigned by the QA Supervisor.
• Willing to do ad-hoc tasks.

Skills

Good communication

Analytical skills

Detail-oriented

Organized

Excel/Google Sheets

Independent worker

Deadline-oriented

Fair and objective

Tools

MS Office

Job description

PalmPay Financing Corp. in Quezon City is seeking a Quality Assurance Specialist - Collections to monitor and evaluate collection agents' calls, ensuring compliance with company policies and quality standards.

This role focuses on feedback, coaching, and maintaining confidentiality while supporting performance improvement. The ideal candidate has 1 year of QA, collections, or customer service experience and strong communication and Excel skills.