Quality Assurance Manager

Yinshan Lending Inc.; Makati; On-site; PHP 669,600 - 892,800; Full time

Job summary

A financial services company in Makati seeks a QA Manager to lead quality assurance initiatives in lending processes. You will develop QA strategies, manage a team of analysts, and ensure compliance with relevant regulations. The ideal candidate has a Bachelor's degree and 3-5 years of experience in QA within fintech or BPO. This full-time role emphasizes operational excellence and continuous improvement in service quality.

Qualifications

• 3-5 years of QA experience in fintech, lending, BPO, or banking.
• Strong understanding of collections and customer service processes.
• Familiar with Philippine lending regulations.

Responsibilities

• Develop and oversee QA strategies and testing plans.
• Manage and mentor a team of QA analysts and engineers.
• Conduct audits on collection practices for compliance.

Skills

Quality Assurance

Team Management

Data Analysis

Communication Skills

Regulatory Knowledge

Education

Bachelor's / College Degree

Tools

Excel

Power BI

CRM Systems

Job description

Overview

As the QA Manager at Yinshan Lending Inc., you will play a crucial role in ensuring the quality and reliability of our lending processes and systems. In this full‑time position based in Makati City, Metro Manila, you will lead a team of quality assurance professionals to implement rigorous testing procedures and drive continuous improvement initiatives across the organization.

What You'll Be Doing

• Develop and oversee the implementation of comprehensive quality assurance strategies and testing plans.
• Manage a team of QA analysts and engineers, providing guidance, mentorship and support to ensure high standards of work.
• Collaborate closely with development, operations and business as QA Manager – Collection & Customer Service (for Online Lending App, Philippines).

Key Responsibilities

• Develop, implement, and maintain QA frameworks for Collection and CS operations.
• Conduct daily call and chat monitoring to evaluate communication accuracy, empathy, tone, compliance, and resolution.
• Audit collection activities to ensure ethical practices, especially regarding borrower privacy and respectful handling of overdue accounts.
• Generate and analyze QA performance reports to identify trends, improvement areas, and policy adherence.
• Ensure all communications and collection practices comply with SEC Memorandum Circulars on Lending and Financing Companies, NPC Data Privacy Act of 2012 (RA 10173), DTI Consumer Act (RA 7394).
• Escalate potential violations or risks (e.g., aggressive collection, misrepresentation, data leaks).
• Work with Legal, Compliance, and Operations teams to review scripts, policies, and training materials.
• Maintain audit‑ready documentation for internal reviews.
• Conduct regular calibration sessions with Team Leaders to align QA scoring and coaching methods.
• Identify underperforming agents and collaborate with Training to develop targeted improvement plans.
• Provide constructive feedback and one‑on‑one coaching to enhance quality, accuracy, and empathy.
• Help establish a culture of continuous learning and compliance awareness.
• Prepare weekly/monthly QA reports on Collection and CS team performance.
• Track key metrics such as QA scores, complaint rates, compliance findings, and post‑coaching improvement.
• Present insights and action plans to senior management.
• Use data‑driven tools (Excel, Power BI, or internal dashboards) for analysis and visualization.

Qualifications

Bachelor's / College Degree in Business Administration, Communications, Psychology, or a related field.

• Minimum 3–5 years of QA experience in fintech, lending, BPO, or banking industry.
• Strong understanding of collections, customer service, and borrower experience processes.
• Familiar with Philippine lending regulations (SEC, NPC, DTI).
• Excellent communication, analytical, and coaching skills.
• Proficiency in Excel / Google Sheets; knowledge of CRM or QA monitoring systems (e.g., Talkdesk, Zendesk, Freshdesk) is a plus.

Job Type: Full‑time