Collections Quality Control Manager (BGC, Taguig) | Onsite

TASQ; Pateros; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

TASQ in Metro Manila is seeking a Collections Quality Control Manager to lead training development, quality audits, and performance monitoring for Desk and Field Collections. You will partner with Operations, Risk, Legal, Compliance, and HR to ensure adherence to policies and regulatory requirements while safeguarding customer treatment and data privacy.

The role requires 5+ years in collections training or QA, strong English communication, and a proven ability to drive compliance in a

Qualifications

• Experience in training design for desk and field collections.
• Experience conducting quality audits and performance reviews.
• Strong analytical, decision-making and problem-solving skills.
• Excellent English written and verbal communication.

Responsibilities

• A. Training & Capability Development – Desk and Field: analyze training needs, design and deliver onboarding and refresher training, maintain materials, support onboarding, conduct refresher training.
• B. Quality Control & Performance Monitoring: conduct quality audits, evaluate performance, identify gaps, escalate risks, provide coaching.
• C. Compliance, Risk & Reporting: ensure compliance, partner with Risk/Legal/Compliance, prepare management reports, support audits.

Skills

Quality assurance

Training needs analysis

Curriculum development

Performance evaluation

Call reviews

Analytical skills

English communication

Education

Bachelor's degree or equivalent

Diploma acceptable with strong QC experience

Tools

CRM

LMS

Job description

Work Set-up:Full Onsite

Work Location: BGC, Taguig

Start Date:ASAP

The Collections Quality Control Manager is responsible for overseeing training, quality assurance, performance monitoring, and compliance for both Desk and Field Collections teams.

The role combines end-to-end responsibility for training development, quality audits, coaching, risk identification, and regulatory adherence, ensuring consistent, ethical, and effective collection operations across all channels.

The role serves as a key partner to Operations, Risk, Legal, Compliance, and HR, ensuring that collection activities align with company policies, regulatory requirements, and approved KPIs.

Qualifications & Requirements

• Bachelor's degree or equivalent professional qualification.
• Minimum Diploma may be considered for candidates with strong and relevant QC experience.
• At least 5 years of experience in collections training, quality assurance, quality control, or supervisory roles.
• Strong experience in: Training needs analysis, Curriculum/training development, Quality audits, Performance evaluation and Case and call reviews
• Strong analytical, decision-making, and problem-solving skills.
• Strong communication skills in English, both written and verbal.
• High attention to detail and accountability.
• High integrity and professionalism in enforcing standards and compliance.
• Ability to work in a fast-paced and continuously changing environment.

Strongly Preferred

• Experience handling both Desk Collections and Field Collections.
• Experience in a financing company, lending company, bank, fintech, or related financial-services environment.
• Knowledge of collection ethics, customer treatment, consumer protection, and data privacy.
• Experience developing and delivering collections training programs.
• Experience managing or supervising a QC/QA or training team.
• Familiarity with CRM, LMS, or collections management systems

Key Responsibilities

A. Training & Capability Development – Desk and Field

• Analyze training needs based on competency gaps, performance data, audit findings, business changes, and field/desk observations.
• Design, develop, and deliver onboarding, refresher, and advanced training programs for Desk and Field Collection agents.
• Develop, maintain, and update training materials, including modules, presentations, SOPs, work guidelines, scripts, and job aids.
• Support the end-to-end onboarding process for new hires for both Field and Desk Collections, ensuring readiness before live deployment.
• Conduct regular refresher training covering collection policies, customer treatment, compliance requirements, and ethical standards.

B. Quality Control & Performance Monitoring

• Conduct quality audits, including: Call monitoring for Desk Collections, Field visit validations, Documentation checks and Case reviews
• Evaluate agent performance against quality standards, KPIs, behavioral expectations, and compliance requirements.
• Identify policy violations, process gaps, behavioral risks, and operational weaknesses.
• Recommend appropriate corrective and preventive actions.
• Provide coaching and corrective feedback to Desk and Field agents, QC Team Leaders, and Supervisors.

C. Compliance, Risk & Reporting

• Ensure Desk and Field Collection activities comply with company policies, customer treatment standards, and applicable regulatory requirements.
• Partner with Risk, Legal, and Compliance teams to identify trends, emerging risks, and preventive controls.
• Prepare and present regular management reports covering: Training activities and completion rates, Quality audit results and trends, Compliance risks and behavioral issues and Performance improvement outcomes
• Support internal and external audits by providing documentation, findings, and corrective-action tracking.