Collections Quality Analyst

Role Description
The Collection QA monitors, evaluates, and helps improving the quality of collection calls and
processes. This role helps collection team members to adhere to company policies, regulatory
requirements, and customer service standards, while identifying areas for improvement and
training.

Mentioned below are key duties:
• Listen to and evaluate inbound and outbound collection calls.
• Assess team member performance based on predefined quality standards and
• scorecards.
• Identify compliance issues, communication gaps, and process deviations
• Track quality metrics and KPIs to support performance management.
• Provide actionable insights to team leaders and trainers.
• Collaborate with supervisors to deliver constructive feedback to team members.
• Recommend targeted coaching or training interventions based on QA findings.
• Maintain adherence to debt collection laws and regulations
• Participate in calibration sessions for scoring consistency across QA team

Qualifications
• At least 7 years of experience as a Collection Quality Analyst
• Strong coaching and interpersonal skills
• Has the ability to work independently and collaboratively
• Should have analytical thinking and ability to drive performance improvement
• Amenable to onsite work in either McKinely West, Taguig or MOA Complex, MOA
• Can work in Australian shift