Quality Assurance and Compliance Specialist

AMG Collections Services Inc.; Mandaluyong; Sur place; PHP 350 000 - 520 000; Plein temps

Résumé du poste

AMG Collections Services Inc. is seeking a QA and Compliance Specialist – Credit, Collections and Debt Recovery to monitor, review, and evaluate recorded collection calls across client portfolios and AMG portfolios.

You will score calls against client-approved and AMG internal scorecards to ensure agents meet standards for call quality, compliance, and payment negotiation. You will also support client compliance requirements and help deliver Section 18 Collection Practices training to

Qualifications

• Previous experience in QA, compliance, call monitoring, or quality control.

Responsabilités

• Monitor and evaluate recorded collection calls across client and internal AMG portfolios.
• Score calls using client-approved scorecards and AMG internal call scorecards.
• Review calls for compliance, customer handling, negotiation quality, payment demand, PTP quality, and proper collection conduct.
• Identify scorecard failures, compliance breaches, poor call handling, and high-risk collection practices.
• Support client compliance reviews, complaint reviews, and audit requirements.
• Help deliver Section 18 Collection Practices training and compliance refreshers.
• Prepare QA reports and highlight trends, defects, risks, and coaching opportunities.
• Support call calibrations with Operations, Training, Compliance, and client teams.
• Review complaints, escalated calls, and sensitive cases when required.
• Provide clear feedback to team leaders, trainers, and operations managers.
• Support improvements to scripts, talk-offs, call handling, and collection processes.
• Work with AI-based call monitoring tools and validate automated call assessments where applicable.]

Connaissances

Recorded call monitoring

QA & compliance

Client scorecards

Internal QA scorecards

Section 18 training

AI-based call assessment

QA reporting

Outils

AI-based call monitoring tools

Speech analytics

Description du poste

About the Role

AMG is hiring a QA and Compliance Specialist – Credit, Collections and Debt Recovery to monitor, review, and evaluate recorded collection calls across our client portfolios and internal AMG portfolios.

This role is responsible for scoring calls against client-approved scorecards and AMG internal call scorecards to ensure agents meet required standards for call quality, compliance, customer handling, collection conduct, and payment negotiation.

You will also support client compliance requirements and help deliver Section 18 Collection Practices training to collections agents and leaders.

We are looking for someone with previous experience in call monitoring for credit, collections, lending, financial services, BPO, or debt recovery accounts.

You must understand collections, debtor handling, payment negotiation, promise-to-pay quality, customer treatment, client compliance, and proper collection conduct.

Experience with AI-based call monitoring or automated QA assessment tools is a strong advantage

Responsibilities

• Monitor and evaluate recorded collection calls across client and internal AMG portfolios
• Score calls using client-approved scorecards and AMG internal call scorecards
• Review calls for compliance, customer handling, negotiation quality, payment demand, PTP quality, and proper collection conduct
• Identify scorecard failures, compliance breaches, poor call handling, and high-risk collection practices
• Support client compliance reviews, complaint reviews, and audit requirements
• Help deliver Section 18 Collection Practices training and compliance refreshers
• Prepare QA reports and highlight trends, defects, risks, and coaching opportunities
• Support call calibrations with Operations, Training, Compliance, and client teams
• Review complaints, escalated calls, and sensitive cases when required
• Provide clear feedback to team leaders, trainers, and operations managers
• Support improvements to scripts, talk-offs, call handling, and collection processes
• Work with AI-based call monitoring tools and validate automated call assessments where applicable

Qualifications

Must-Have

• Previous experience in QA, compliance, call monitoring, or quality control
• Experience monitoring and scoring recorded calls for credit, collections, lending, or debt recovery accounts
• Experience with financial services, fintech, banking, BPO, or debt collection operations
• Familiarity with client call scorecards and internal QA scorecards
• Good understanding of collection calls, payment negotiation, debtor handling, and PTP quality
• Understanding of client compliance requirements and collection conduct standards
• Ability to support Section 18 Collection Practices training
• Ability to identify compliance risks and poor collection practices
• Strong attention to detail
• Good communication and reporting skills
• Ability to give clear and practical feedback
• Ability to apply scoring criteria fairly, consistently, and accurately

Strong Advantage

• Experience in a financial institution, BPO, fintech, lending company, or local debt collection agency
• Experience with AI-based call monitoring, speech analytics, or automated QA tools
• Experience with client audits, calibration sessions, complaint reviews, or compliance investigations
• Familiarity with Philippine collections and data privacy requirements
• Strong Excel and QA reporting skills
• Experience delivering compliance, collections conduct, or Section 18-related training

Key Skills

• Recorded call monitoring
• Collections QA
• Client compliance
• Internal compliance review
• Client scorecards
• Internal call scorecards
• Section 18 Collection Practices training
• Debt recovery process knowledge
• Lending and credit process knowledgePTP quality assessment
• QA reporting
• Root cause analysis
• Coaching feedback
• AI-based call assessment

Why Join AMG

• Work in a digital-focused debt collection agency
• Support QA and compliance across multiple client and internal portfolios
• Work with client and internal call scorecards
• Help deliver client compliance and Section 18 Collection Practices training
• Gain exposure to AI-based call monitoring and automated QA assessment
• Help improve collection performance, compliance, and customer handling standards