Collections Quality Analyst (Onsite)

About the Role
We are looking for an experienced Collections Quality Analyst to help ensure that our collection calls and processes meet high standards of compliance, accuracy, and customer service. In this role, you will evaluate calls, identify improvement opportunities, and work with the team to raise overall performance. Your insights will directly support coaching, training, and process enhancements that improve results.

Key Responsibilities
Monitor and evaluate inbound and outbound collection calls
Assess performance using established quality standards and scorecards
Identify compliance issues, communication gaps, and process deviations
Track and analyze quality metrics and KPIs
Provide actionable insights to team leaders and trainers
Partner with supervisors to deliver constructive feedback to team members
Recommend targeted coaching or training based on QA findings
Ensure adherence to debt collection laws and regulations
Join calibration sessions to maintain scoring consistency within the QA team

Qualifications
Minimum of 7 years’ experience as a Collections Quality Analyst
Strong coaching, feedback, and interpersonal skills
Able to work both independently and in a team setting
Strong analytical and problem-solving abilities
Willing to work onsite in McKinley West, Taguig or MOA Complex, Pasay
Amenable to an Australian shift schedule