Collections Quality Assurance Specialist

Metrobank; Pasay; On-site; PHP 360,000 - 540,000; Full time

Job summary

Metrobank is seeking a Collections Quality Control Specialist to conduct Day-2 reviews and QA testing within the Collections Department, ensuring accuracy and compliance with policies. The role includes internal audits of the department and third-party collection agencies, with timely reporting of findings and recommendations for process improvements.

The position requires a Bachelor’s degree, at least 2 years in collections, and familiarity with collection systems.

Qualifications

• Bachelor’s degree holder; preferably graduate of business course.
• At least 2 years of experience in Collections; preferably handling self-assessment tests or quality assurance and training. Preferably with experience as a Collector.
• Knowledge on collection system and policies/procedures is an advantage.

Responsibilities

• Conducts Day-2 reviews and accuracy checks on the different collection processes in compliance with approved policies and procedures and quality standards.
• Assists in performing QA test procedures and internal audit to all units of the department as well as to all collection agencies.
• Performs random checking on call monitoring process done by Collection Officers.
• Keeps himself/herself updated with applicable new policies and processes.
• Assists in handling the department’s Centralized Complaint System, conducts investigation, prepares letters and performs call-outs to clients.
• Review and coordinate with concerned units on the resolution of collection complaints with supervision of QA Officer.
• Ensures that all assigned review activities are done within TAT, agency visits are done within schedule and all errors/findings are reported promptly.
• Monitors and ensure prompt resolution of reported errors through coordination with various units.
• Generates daily and monthly reports on review results and audit findings.
• Recommends action steps to be done to resolve an issue or improve processes.
• Recommends effective strategies which will result to improved quality/accuracy, lower operations cost, service improvement and customer satisfaction.
• Conducts of side-by-side call monitoring with the in-house agents at least one per quarter.
• Provide observation to the training officer
• Document call monitoring results
• Provides inputs to annual business review of collection agencies to assist in contract renewal evaluation.

Skills

Collections experience

Quality assurance

Training

Education

Bachelor's degree

Job description

Metrobank is seeking a Collections Quality Control Specialist to conduct Day-2 reviews and QA testing within the Collections Department, ensuring accuracy and compliance with policies. The role includes internal audits of the department and third-party collection agencies, with timely reporting of findings and recommendations for process improvements.

The position requires a Bachelor’s degree, at least 2 years in collections, and familiarity with collection systems.