Quality Assurance Specialist

PalmPay Financing Corp.; Philippines; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Performance bonus

Incentives

Company equipment

Job summary

PalmPay Financing Corp. in Quezon City is seeking a Quality Assurance Specialist - Collections to monitor and evaluate collection agents' calls, ensuring compliance with company policies and quality standards.

This role focuses on feedback, coaching, and maintaining confidentiality while supporting performance improvement. The ideal candidate has 1 year of QA, collections, or customer service experience and strong communication and Excel skills.

Qualifications

• At least 1 year experience in QA, Collections, BPO, or Customer Service.
• Detail-oriented and organized.
• Knowledgeable in Excel/Google Sheets.
• Able to work independently and meet deadlines.
• Fair, objective, and consistent when evaluating calls.

Responsibilities

• Monitor and evaluate collection calls using the approved QA scorecard.
• Check agents' compliance, communication, and call handling.
• Identify and document errors and violations.
• Provide feedback and coaching recommendations to agents and Team Leaders.
• Escalate major or critical violations to the QA Supervisor.
• Prepare daily QA reports.
• Track agent performance and identify recurring issues.
• Participate in QA calibration and alignment sessions.
• Recommend refresher training for agents with recurring quality issues.
• Maintain confidentiality of customer and company information.
• Meet the required daily monitoring target.
• Perform other QA-related tasks assigned by the QA Supervisor.
• Willing to do ad-hoc tasks.

Skills

Good communication

Analytical skills

Detail-oriented

Organized

Excel/Google Sheets

Independent worker

Deadline-oriented

Fair and objective

Tools

MS Office

Job description

On-site - Quezon City 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

Company Equipment

Professional Development

Professional Development

Job Title: Quality Assurance Specialist - Collections

Employment Type: Full TIme

About Us

PalmPay is a fast-growing fintech company dedicated to transforming digital financial services through innovative payment and consumer finance solutions. Our mission is to make financial services more accessible, secure, and rewarding for everyone.

As we continue to expand in the Philippines, we are driving growth through mobile installment solutions in partnership with leading device brands such as Tecno, Infinix, and Itel—empowering consumers with flexible and affordable financing options.

Job Description

The QA Specialist is responsible for monitoring and evaluating collection agents' calls to ensure they follow company policies, collection procedures, and quality standards.

Key Responsibilities

• Monitor and evaluate collection calls using the approved QA scorecard.
• Check agents' compliance, communication, and call handling.
• Identify and document errors and violations.
• Provide feedback and coaching recommendations to agents and Team Leaders.
• Escalate major or critical violations to the QA Supervisor.
• Prepare daily QA reports.
• Track agent performance and identify recurring issues.
• Participate in QA calibration and alignment sessions.
• Recommend refresher training for agents with recurring quality issues.
• Maintain confidentiality of customer and company information.
• Meet the required daily monitoring target.
• Perform other QA-related tasks assigned by the QA Supervisor.
• Willing to to AD-hoc task

Qualifications

• At least 1 year experience in QA, Collections, BPO, or Customer Service.
• Good communication and analytical skills.
• Detail-oriented and organized.
• Knowledgeable in Excel/Google Sheets.
• Able to work independently and meet deadlines.
• Fair, objective, and consistent when evaluating calls.

Compliance Collaboration Business Analysis Computer Literate Quality Check MS Office Analyze