Quality Assurance Specialist - Collections

PalmPay; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

PalmPay in the Philippines is seeking a Quality Assurance Specialist - Collections to monitor and evaluate the quality of collection agents' calls, ensuring adherence to company policies and standards. The role involves providing feedback, coaching, and daily QA reporting to improve performance.

You should have 1+ year QA or collections experience, strong communication and analytical skills, and be proficient with Excel/Sheets. Ability to work independently and meet targets is essential.

Qualifications

• Minimum 1 year experience in QA, collections, BPO, or customer service.
• Strong communication and analytical abilities with attention to detail.
• Proficient in Excel or Google Sheets for data tracking.
• Capable of working independently and meeting deadlines.
• Consistent and fair in evaluating calls and processes.

Responsibilities

• Monitor and evaluate collection calls using the QA scorecard.
• Check agent compliance, communication, and call handling.
• Identify and document errors and violations observed.
• Provide feedback and coaching recommendations to agents and Team Leaders.
• Escalate major or critical violations to QA Supervisor.
• Prepare daily QA reports and metrics.
• Track agent performance and recurring issues.
• Participate in QA calibration and alignment sessions.
• Recommend refresher training for recurring quality issues.
• Maintain confidentiality of customer and company information.
• Meet the daily monitoring target and perform other QA tasks as assigned.

Skills

QA experience

Communication

Analytical

Detail-oriented

Excel/Sheets

Independent work

Deadline oriented

Fair evaluation

Job description

Job Title: Quality Assurance Specialist - Collections

Location: Quezon City, Eastwood

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.