Quality Control - Debt Collections

Cash-Express Philippines Financing Inc.; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Cash-Express Philippines Financing Inc. is seeking a quality assurance professional focused on debt collection QC to monitor calls, assess responses, and provide trend data to management.

You will design monitoring formats, use data systems to track performance, train agents, and coordinate calibration sessions to improve service quality.

Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback to Management
• Reviews responses to clients and provides trend data, quality reports, and feedback to Management
• Ensures effective fraud detection system
• Participates in design of call / email monitoring formats and quality standards.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Participates in listening programs to identify customer needs and expectations.
• Trains agents on how to effectively provide customer and technical support for quality services (business coaching)
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for agents.
• Perform other duties as assigned.

Job description

WITH FOCUS ON DEBT COLLECTION QC

• Performs call monitoring and provides trend data, quality reports, and feedback to Management
• Reviews responses to clients and provides trend data, quality reports, and feedback to Management
• Ensures effective fraud detection system
• Participates in design of call / email monitoring formats and quality standards.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Participates in listening programs to identify customer needs and expectations.
• Trains agents on how to effectively provide customer and technical support for quality services (business coaching)
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for agents.
• Perform other duties as assigned.