QA & Compliance Specialist — Credit & Debt Recovery

AMG Collections Services Inc.; Mandaluyong; On-site; PHP 350,000 - 520,000; Full time

Job summary

AMG Collections Services Inc. is seeking a QA and Compliance Specialist – Credit, Collections and Debt Recovery to monitor, review, and evaluate recorded collection calls across client portfolios and AMG portfolios.

You will score calls against client-approved and AMG internal scorecards to ensure agents meet standards for call quality, compliance, and payment negotiation. You will also support client compliance requirements and help deliver Section 18 Collection Practices training to

Qualifications

• Previous experience in QA, compliance, call monitoring, or quality control.

Responsibilities

• Monitor and evaluate recorded collection calls across client and internal AMG portfolios.
• Score calls using client-approved scorecards and AMG internal call scorecards.
• Review calls for compliance, customer handling, negotiation quality, payment demand, PTP quality, and proper collection conduct.
• Identify scorecard failures, compliance breaches, poor call handling, and high-risk collection practices.
• Support client compliance reviews, complaint reviews, and audit requirements.
• Help deliver Section 18 Collection Practices training and compliance refreshers.
• Prepare QA reports and highlight trends, defects, risks, and coaching opportunities.
• Support call calibrations with Operations, Training, Compliance, and client teams.
• Review complaints, escalated calls, and sensitive cases when required.
• Provide clear feedback to team leaders, trainers, and operations managers.
• Support improvements to scripts, talk-offs, call handling, and collection processes.
• Work with AI-based call monitoring tools and validate automated call assessments where applicable.]

Skills

Recorded call monitoring

QA & compliance

Client scorecards

Internal QA scorecards

Section 18 training

AI-based call assessment

QA reporting

Tools

AI-based call monitoring tools

Speech analytics

Job description

AMG Collections Services Inc. is seeking a QA and Compliance Specialist – Credit, Collections and Debt Recovery to monitor, review, and evaluate recorded collection calls across client portfolios and AMG portfolios.

You will score calls against client-approved and AMG internal scorecards to ensure agents meet standards for call quality, compliance, and payment negotiation. You will also support client compliance requirements and help deliver Section 18 Collection Practices training to