Quality & Compliance Auditor — Data-Driven Insights

Ubiquity; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Ubiquity is seeking a Quality Auditor to uphold head, heart, hustle values while driving quality and compliance in customer support. You will audit claims, monitor agent interactions, and guide improvements through data-driven feedback.

The role emphasizes calibration sessions, adherence to regulatory guidelines, and cross-functional collaboration with Support leadership to optimize performance and client satisfaction.

Qualifications

• Minimum 1 year of experience in a call center, financial, customer service or tech support focusing on compliance.
• Experience automating reports from multiple platforms and facilitating calibration
• Experience coordinating quality/compliance calibration sessions and reviews

Responsibilities

• Level 1 audits: provide objective feedback on errors, monitor provisional credits, and ensure final credit is issued on time.
• Level 2 audits: monitor claims or calls daily and give actionable feedback to improve decision accuracy.
• Ensure agents adhere to Reg E/Z/P guidelines as stated in audit sheets.
• Contribute to calibration sessions and prepare materials for bank audit requests.

Skills

Analytical skills

Attention to detail

Time management

Active listening

Strong communication

Tools

Google Workspace

MS Office

Google Sheets

Google Forms

ZenDesk

LEAN

VROL

Quavo

Job description

Ubiquity is seeking a Quality Auditor to uphold head, heart, hustle values while driving quality and compliance in customer support. You will audit claims, monitor agent interactions, and guide improvements through data-driven feedback.

The role emphasizes calibration sessions, adherence to regulatory guidelines, and cross-functional collaboration with Support leadership to optimize performance and client satisfaction.