Quality Assurance Analyst: Collections Quality & Agent Coach

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

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.