Collections Quality Analyst

Private Advertiser; Quezon City; Presencial; PHP 420.000 - 720.000; Jornada completa

Descripción de la vacante

Private Advertiser seeks a Quality Assurance specialist to audit and improve customer interactions within banking collections. You will monitor calls, evaluate agent performance, and drive improvements through data-driven feedback.

The role requires 2+ years in UK/US/AU banking collections QA, with strong analytical and communication skills, and willingness to work shifts as needed.

Formación

• 2+ years in UK/US/AU banking collections QA
• 2-4 years in contact center banking operations
• Experience with quality monitoring and performance evaluation

Responsabilidades

• Conduct regular quality audits and evaluate customer interactions across voice and other channels.
• Monitor collection calls to ensure adherence to standards and compliance.
• Evaluate agents' performance on call quality, collection effectiveness, and process adherence.
• Identify recurring quality issues, trends, and process gaps affecting CX.
• Provide timely, constructive feedback to agents and teams.
• Participate in calibration sessions with Operations and Training stakeholders.
• Prepare quality reports, scorecards, audit results, and performance trends.
• Recommend coaching and process improvements based on findings.
• Support root-cause analysis and corrective actions for quality issues.
• Ensure consistent application of quality standards across audits.
• Stay updated on process changes and client banking collections policies.
• Perform other quality-related tasks as assigned.

Conocimientos

Quality monitoring

Call auditing

Performance evaluation

Analytical skills

Verbal & written comms

Descripción del empleo

Key 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.

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.

• Willing to work on shifting schedules, including night shifts, weekends, or holidays, depending on business requirements.