QA Specialist - Collections & Call Quality Coach

PALMPAY LIMITED; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

PalmPay is seeking a Quality Assurance Specialist - Collections in Quezon City to monitor and evaluate collection calls, ensuring adherence to company policies, procedures, and quality standards.

You will review calls, provide constructive feedback and coaching to agents and Team Leaders, escalate major issues, and participate in QA calibration and daily reporting while safeguarding confidential information.

Qualifications

• At least 1 year experience in QA, Collections, BPO, or Customer Service.
• Good communication and analytical skills.
• Detail-oriented and organized.
• Knowledgeable in Excel/Google Sheets.
• Able to work independently and meet deadlines.
• Fair, objective, and consistent when evaluating calls.

Responsibilities

• Monitor and evaluate collection calls using the approved QA scorecard.
• Check agents' compliance, communication, and call handling.
• Identify and document errors and violations.
• Provide feedback and coaching recommendations to agents and Team Leaders.
• Escalate major or critical violations to the QA Supervisor.
• Prepare daily QA reports.
• Track agent performance and identify recurring issues.
• Participate in QA calibration and alignment sessions.
• Recommend refresher training for agents with recurring quality issues.
• Maintain confidentiality of customer and company information.
• Meet the required daily monitoring target.
• Perform other QA-related tasks assigned by the QA Supervisor.
• Willing to handle ad-hoc tasks.

Skills

QA experience

Analytical skills

Communication skills

Detail-oriented

Deadlines

Tools

Excel

Google Sheets

Job description

PalmPay is seeking a Quality Assurance Specialist - Collections in Quezon City to monitor and evaluate collection calls, ensuring adherence to company policies, procedures, and quality standards.

You will review calls, provide constructive feedback and coaching to agents and Team Leaders, escalate major issues, and participate in QA calibration and daily reporting while safeguarding confidential information.