QA Analyst - Lending

Cash-Express Philippines Financing Inc.; Taguig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Cash-Express Philippines Financing Inc. is seeking a Quality Monitoring Specialist to support our financing and lending operations.

The role focuses on call monitoring, reviewing client responses, and providing trend data, quality reports, and feedback to Management to improve service delivery. You will help ensure an effective fraud detection system, participate in the design of monitoring formats and quality standards, and train agents on how to provide quality customer and technical support

Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback to Management
• Reviews responses to clients and provides trend data, quality reports, and feedback to Management
• Ensures effective fraud detection system
• Participates in design of call / email monitoring formats and quality standards.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Participates in listening programs to identify customer needs and expectations.
• Trains agents on how to effectively provide customer and technical support for quality services (business coaching)
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for agents.
• Perform other duties as assigned.

Job description

WITH EXPERIENCE IN FINANCING AND LENDING COMPANY and FOCUS ON DEBT COLLECTION QC

• Performs call monitoring and provides trend data, quality reports, and feedback to Management

• Reviews responses to clients and provides trend data, quality reports, and feedback to Management

• Ensures effective fraud detection system

• Participates in design of call / email monitoring formats and quality standards.

• Uses a quality monitoring data management system to compile and track performance at team and individual level.

• Participates in listening programs to identify customer needs and expectations.

• Trains agents on how to effectively provide customer and technical support for quality services (business coaching)

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for agents.

• Perform other duties as assigned.