QA Lead
The Collection QA is responsible for monitoring, evaluating, and enhancing the quality of collection calls and processes. This role ensures that collection team members consistently follow company policies, comply with regulatory requirements, and maintain high customer service standards. The position also plays a key role in identifying opportunities for improvement and supporting training initiatives.
Key Responsibilities
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Monitor and evaluate inbound and outbound collection calls.
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Assess team performance against predefined quality standards and scorecards.
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Identify compliance issues, communication gaps, and process deviations.
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Track and analyze quality metrics and KPIs to support performance management.
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Provide actionable insights to team leaders and trainers.
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Collaborate with supervisors to deliver constructive feedback to team members.
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Recommend targeted coaching and training interventions based on QA findings.
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Ensure adherence to all applicable debt collection laws and regulations.
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Participate in calibration sessions to ensure scoring consistency across the QA team.
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
- Work Setup: Onsite, AU shift
- Work Location: McKinley or Pasay office