Quality Auditor | Eastwood, Q.C

Ubiquity; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Ubiquity is seeking a proactive Quality Auditor to uphold our Head, Heart, Hustle ethos. You will assess support interactions and claims processing, deliver actionable feedback, and collaborate with Support leadership to improve quality and compliance across channels.

The role emphasizes meticulous data analysis, calibration sessions, and ongoing process improvements. A background in call center or financial services and experience with audit tools (Zendesk, Google Workspace) is preferred.

Qualifications

• 1 year (1) of working experience in a call center, financial, customer service or tech support field doing Compliance.
• Experience automating reports from different platforms and facilitating calibrations.

Responsibilities

• Level 1 Audit: monitor claims daily and provide feedback on errors.
• Level 2 Audit: monitor claims or call interactions daily and provide feedback to improve decision accuracy.
• Ensure adherence to Reg E/Z/P Guidelines as stated on the audit sheet.
• Facilitate Quality Calibrations and prepare contacts for calibration sessions.
• Gather insights from audit data and recommend process improvements.

Skills

Analytical skills

Attention to detail

Time management

Cross-functional collaboration

Report automation

Active listening

Communication skills

Adaptability

Tools

Zendesk

LEAN

VROL

Quavo

Google Workspace

MS Office

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Quality Auditor,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

This role is responsible for contributing to the attainment of overall Quality and Compliance Metrics through the following: Measurement of compliance against established expectations of Support Agent behavior. Analysis of business intelligence data. The scope of this role also includes the planning, executing, and evaluating of the organization’s customer support strategy, including systems and processes within Quality, and liaising with Support leadership on operational performance.

Functional Responsibilities

• Level 1 Audit: Monitor claims daily and provide specific, objective and meaningful feedback on errors that is not limited to the following:

• Provisional credit not provided when applicable

• Provisional credit provided late when given

• Provisional credit letter not provided

• Failure to provide final credit at resolution when an error occurred

• Final resolution letter not provided

• Resolution time frame not met (45/90 days)

• Associated fees not reversed if an error occurred

• PV reversal required but not completed on the 5th business day

• Incorrect determination of claim

• Incomplete investigation

• Failure to save all documents relating to the dispute

• Failure to replace cards upon a claim of unauthorized use

• Level 2 Audit: Monitor claims or call interactions daily and provide specific, objective and meaningful feedback effectively, enabling agents to continuously improve decision accuracy. Level 2 audit is applicable to PVC Accuracy, Refile Accuracy, CB Accuracy and overall end to end decision.

• Monitor claim or call interactions daily and provide specific, objective and meaningful feedback effectively by utilizing the approved

• Quality Form, enabling agents to continuously improve the quality of interactions with customers.

• Ensure that agents are adhering to Reg E/Z/P Guidelines as what is stated on the audit sheet.

• Facilitate and Conduct Decision Accuracy Calibrations and related functions acting as a key point of contact for all retrieving, reviewing and preparing all contacts (claims/calls etc.) for Decision Accuracy Calibration sessions.

• Facilitate Quality and Compliance talks with the Trend Analysis, Root Cause, Intelligence, and identified opportunities for Process Improvement.

• Assists with document and audit requests from issuing banks and provide insights on manager responses that will be submitted to bank auditors.

• Gather and generate insights from audit data from monitored interactions and provide recommendations on process improvements. (top drivers, repeat offenders, action plans)

• Analyze and interpret reporting results and proactively communicate trends to all stakeholders.(example: Google Fraud Ring was identified and raised to appropriate stakeholders)

• Work on a continuous process of evaluating and identifying key behaviors that drive satisfaction and improve dispute handling

• Assess agent behavior and provide input to Team Leaders on information to use for coaching to reduce negative cardholder experience, wastage of time and resources, and agent attrition.

• Research and share best practices to impact compliance improvement initiatives and coaching techniques.

• Contribute to organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Facilitate and conduct Quality Calibrations and related functions acting as a key point of contact for all retrieving, reviewing, and preparing all contacts (claims/calls etc.) for calibration sessions.

• Monitor program processes and Ubiquity tools to identify gaps, and proactively communicate issues and improvement opportunities.

• Adapt to changing business needs by completing cross-training across relevant functions.

• Additional Strategic Initiatives and Special Assignments

What We’re Looking For:

• One year (1) of working experience in a call center, financial, customer service or tech support field doing Compliance

• Should have experience in automating reports from different platforms and is able to facilitate a calibration session

Technical Skills

• Proficiency with Google Workspace and/or MS Office applications. (i.e., MS Word, Excel, PowerPoint)

• Expertise in using Google Sheets and creating reports/trackers/google forms. (Scripting to link data sets, importing data sets from platforms to sheets)

• Must be knowledgeable in the use of Office applications for document editing, spreadsheet manipulation, and email.

• Experience in Management systems like Zendesk, LEAN, VROL, Quavo, or its equivalent is essential. Must be willing and able to learn a variety of software applications for use in the work environment.

Other Skills

• Analytical skills.

• Attention to detail.

• Time Management skills.

• Effective working across organizational boundaries.

• Performance accountability.

• Consolidation of data from different platforms in one cohesive report.

• Report automation to support Operational Efficiency.

• Acceptable oral and written communication skills.

• Adaptive to changing work schedules.

• Active listening skills.

• Operates with minimal supervision.

• Ability to work under pressure

• Ability to work within multiple programs