Quality Analyst - Collections & Customer Care

Symbos; Pasig; On-site; PHP 335,000 - 614,000; Full time

Job summary

Symbos in the Philippines is seeking a Quality Analyst to monitor, evaluate and improve quality, compliance and customer experience within a collections operation. You will review interactions, account handling and documentation against standards, then provide practical coaching insights to drive continuous improvement.

You will identify trends, compliance risks and coaching opportunities, share insights with Team Leaders, and escalate breaches as needed.

Qualifications

• 2 to 4 years of QA, collections or contact centre experience.
• Experience reviewing interactions, scorecards, coaching insights.
• Strong analytical, investigative and evidence-based assessment.
• Clear written and verbal communication; able to give constructive feedback.
• Judgement in assessing risk, compliance and escalation triggers.

Responsibilities

• Review calls, case notes, interactions against quality frameworks.
• Assess accuracy, professionalism, documentation quality, customer experience.
• Complete quality scorecards with evidence for outcomes.
• Identify trends, compliance risks, gaps and coaching opportunities.
• Share insights with Team Leaders to support coaching and improvement.
• Escalate potential compliance breaches, complaints or vulnerable customers.

Skills

Quality assurance

Collections

Customer service

Analysis

Communication

Problem solving

Coaching insights

Tools

SAP

CRM

Quality monitoring

Scorecards

Dashboards

Reporting tools

Job description

Symbos in the Philippines is seeking a Quality Analyst to monitor, evaluate and improve quality, compliance and customer experience within a collections operation. You will review interactions, account handling and documentation against standards, then provide practical coaching insights to drive continuous improvement.

You will identify trends, compliance risks and coaching opportunities, share insights with Team Leaders, and escalate breaches as needed.