CBS - COLLECTIONS QUALITY CONTROL SPECIALIST

Metrobank; Woodbridge Township (NJ); On-site; USD 40,000 - 80,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen Collections Quality Control Specialist, um die Qualität innerhalb der Inkasso-Abteilung sicherzustellen. Diese Rolle umfasst die Durchführung von QA-Tests, die Überwachung von Fehlern und die Unterstützung bei internen Audits. Sie werden eine Schlüsselrolle bei der Verbesserung der Prozesse und der Kundenzufriedenheit spielen. Wenn Sie eine Leidenschaft für Qualitätssicherung haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie, Ihre Karriere voranzutreiben und einen positiven Einfluss zu nehmen.

Qualifications

• Mindestens 2 Jahre Erfahrung in der Inkasso-Branche, insbesondere in QA-Tests.
• Kenntnisse über Sammlungssysteme und -richtlinien sind von Vorteil.

Responsibilities

• Durchführung von QA-Tests und internen Audits im Inkasso.
• Überwachung von Anrufmonitoring und Dokumentation der Ergebnisse.

Skills

Qualitätskontrolle

Fehlerberichterstattung

Interne Audits

Kundenservice

Education

Bachelor's Degree in Business

Tools

Sammlungssysteme

Job description

CBS - COLLECTIONS QUALITY CONTROL SPECIALIST

Be #InGoodHands with Metrobank!

At Metrobank, we don't just hire employees—we cultivate future leaders. We offer opportunities to enhance your skills and unlock your talents, helping you grow into a well-rounded individual. We provide all the necessary resources for you to perform at your best, unleashing your full potential to secure a successful future and a fulfilling career. With Metrobank's commitment to the community, you have the chance to give back and contribute to our nation's economic and social development. Join us and make a meaningful impact!

Position Title:

Collections Quality Control Specialist

Job Summary:

The role involves conducting quality assurance (QA) tests within the Collections Department. The specialist will perform Day-2 review activities, ensure timely error reporting for prompt resolution, assist with internal audits including collection agencies, and help implement QA test procedures.

Specific Duties & Responsibilities

• Conduct Day-2 reviews and accuracy checks on collection processes in accordance with policies and quality standards.
• Assist in QA testing and internal audits across all department units and collection agencies.
• Perform random call monitoring checks of Collection Officers.
• Stay updated on new policies and processes.
• Handle the department's Centralized Complaint System, investigate issues, prepare correspondence, and coordinate with relevant units for complaint resolution under supervision.
• Ensure review activities are completed within TAT, agency visits are scheduled, and errors are promptly reported.
• Monitor and facilitate prompt resolution of errors through coordination.
• Generate daily and monthly review and audit reports.
• Recommend actions to resolve issues and improve processes.
• Suggest strategies to enhance quality, reduce costs, improve service, and increase customer satisfaction.
• Conduct quarterly side-by-side call monitoring and provide observations to training officers.
• Document call monitoring results.
• Contribute insights for annual review of collection agencies for contract renewal considerations.

• Escalate errors or issues that pose bank risk to immediate supervisor.
• Perform backup functions to ensure review standards and turnaround times are met.
• Perform additional duties as assigned by supervisor.

Qualifications:

• Bachelor's degree, preferably in a business-related course.
• Minimum of 2 years' experience in Collections, especially in self-assessment or QA/testing roles; experience as a Collector is a plus.
• Knowledge of collection systems, policies, and procedures is advantageous.

Other Details:

Rank: Rank and File

Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division / Collections Support Department

Location: Metropark, Pasay

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