Quality Assurance Analyst

Alexis A. Molaer Law Offices; Philippines; On-site; PHP 240,000 - 320,000; Full time

Job summary

Alexis A. Molaer Law Offices seeks a Quality Assurance professional to oversee the collection services workflow, ensuring compliance with client requirements and driving continuous process improvement across calls, recordings, and reporting. You will coach agents, inspect call recordings, develop quality standards, and document findings.

The role emphasizes attention to detail, strong written and oral communication, and a proactive mindset while working at Lex Citadel Bldg No. 7 La Salle St.

Qualifications

• 4-year degree or equivalent required.
• Excellent written and oral communication skills.
• Proficient in Microsoft Office (Word/PowerPoint, especially Excel).
• Experience in Quality Assurance (Collection) preferred.
• Detail-oriented with strong personality.
• Open-minded and eager to learn.

Responsibilities

• Assess call recordings of agents.
• Ensure collection services meet client expectations and fix negotiation issues.
• Maintain strong quality control of collection services.
• Coach agents with poor negotiation skills.
• Train on collection processes.
• Develop QA standards and company processes re: collection services.
• Report and document findings.

Skills

Written communication

Oral communication

Attention to detail

Willingness to learn

Strong personality

Education

4-year degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

• Assess Call Recordings Conversation of Agents
• Ensuring that Collection Services meet client expectations, identifying and fixing negotiation issues, and continually improving their collection skills and also in compliance with client/s requirements.
• Maintaining strong overall quality control of collection services made by the company adhering to reliability, performance and customer/client expectation. Inspection of collection service is part of the job with the obligation to report and document findings.
• Coaching agents with poor negotiation skills.
• Training about collection process.
• Develop quality assurance standards and company processes re: collection services.
• Ensure collection services meet customer expectations and demand

Qualifications

• Must be 4-year course graduate
• Good in Written and Oral Communications Skills
• Must be knowlegeable in Microsoft Office (Word/Powerpoint especially Excel)
• Must have experience in Quality Assurance (Collection) OPTIONAL
• Keen to details
• With Strong Personality
• Open Minded and willingness to learn

Location: Lex Citadel Bldg No. 7 La Salle St. Brgy. Silangan, Cubao, Quezon City