QA MANAGER

Yinshan Lending Inc.; Makati; On-site; PHP 781,200 - 1,004,400; Full time

Job summary

A fintech company in the Philippines is looking for a Quality Assurance Manager to ensure service excellence and regulatory compliance in its Collection and Customer Service departments. This role involves developing quality assurance strategies, managing a team, conducting regular monitoring of customer interactions, and maintaining compliance with Philippine regulations. Candidates should have a degree in a related field and 3–5 years of QA experience, particularly in the fintech or banking industry. Strong communication and analytical skills are essential.

Qualifications

• 3–5 years of QA experience in fintech, lending, BPO, or banking industry.
• Strong understanding of collections, customer service, and borrower experience processes.
• Familiar with Philippine lending regulations (SEC, NPC, DTI).

Responsibilities

• Oversee quality assurance strategies and testing plans.
• Manage a team of QA analysts and engineers.
• Conduct daily call and chat monitoring for quality.

Skills

Excellent communication

Analytical skills

Coaching skills

Education

Bachelor's degree in Business Administration, Communications, Psychology, or related field

Tools

Excel

Google Sheets

CRM or QA monitoring systems (e.g., Talkdesk, Zendesk, Freshdesk)

Job description

Job description:

Job Overview

The Quality Assurance (QA) Manager is responsible for maintaining service excellence and regulatory compliance within the Collection and Customer Service (CS) departments of an online lending platform. This role ensures that all borrower interactions — via call, chat, or email — meet company quality standards, comply with Philippine regulations (SEC, NPC, BSP, DTI, and applicable lending laws), and reflect the brand's values of fairness, transparency, and professionalism.

Key Responsibilities

• Develop and oversee the implementation of comprehensive quality assurance strategies and testing plans.
• Manage a team of QA analysts and engineers, providing guidance, mentorship and support to ensure high standards of work.
• Collaborate closely with development, operations and business stakeholders.
• Develop, implement, and maintain QA frameworks for Collection and CS operations.
• Conduct daily call and chat monitoring to evaluate communication accuracy, empathy, tone, compliance, and resolution.
• Audit collection activities to ensure ethical practices, especially regarding borrower privacy and handling of overdue accounts.
• Generate and analyze QA performance reports to identify trends, improvement areas, and policy adherence.
• Ensure all communications and collection practices comply with:
  • SEC Memorandum Circulars on Lending and Financing Companies
  • NPC Data Privacy Act of 2012 (RA 10173)
  • DTI Consumer Act (RA 7394)
• Escalate potential violations or risks (e.g., aggressive collection, misrepresentation, data leaks).
• Work with Legal, Compliance, and Operations teams to review scripts, policies, and training materials.
• Maintain audit‑ready documentation for internal reviews.
• Conduct regular calibration sessions with Team Leaders to align QA scoring and coaching methods.
• Identify underperforming agents and collaborate with Training to develop targeted improvement plans.
• Provide constructive feedback and one‑on‑one coaching to enhance quality, accuracy, and empathy.
• Help establish a culture of continuous learning and compliance awareness.
• Prepare weekly/monthly QA reports on Collection and CS team performance.
• Track key metrics such as QA scores, complaint rates, compliance findings, and post‑coaching improvement.
• Present insights and action plans to senior management.
• Use data‑driven tools (Excel, Power BI, or internal dashboards) for analysis and visualization.

Qualifications

• Bachelor's degree in Business Administration, Communications, Psychology, or related field.
• Minimum 3–5 years of QA experience in fintech, lending, BPO, or banking industry.
• Strong understanding of collections, customer service, and borrower experience processes.
• Familiar with Philippine lending regulations (SEC, NPC, DTI).
• Excellent communication, analytical, and coaching skills.
• Proficiency in Excel / Google Sheets; knowledge of CRM or QA monitoring systems (e.g., Talkdesk, Zendesk, Freshdesk) is a plus.