Account: Financial / Credit Card
Location: Taguig (On-site)

Job Overview

We are looking for a detail-oriented Quality Assurance professional with strong BFSI and credit card experience to ensure high-quality service delivery and strict regulatory compliance across credit card operations. The role involves conducting quality audits, analyzing performance trends, supporting training initiatives, and driving continuous process improvements.

Critical Requirements

• Bachelor’s degree or equivalent professional experience

• Minimum 2 years’ experience as a QA in a BPO environment

• At least 3 years of experience in Banking / Credit and Collections operations

• Strong working knowledge of FCRA, FDCPA, PCI-DSS, and card network rules

• Proven experience conducting audits across multiple credit card functions

• Willing to work on-site in Taguig on a shifting schedule

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Required Skills & Experience

• Strong understanding of Quality Management principles and best practices

• Ability to manage multiple processes simultaneously

• Experience working under strict deadlines in a fast-paced BPO environment

• Proficiency in MS Excel and quality reporting

• Experience in identity theft investigations

• Experience supporting portfolio scrubs

• Experience in billing error dispute processing

• Strong analytical, communication, and stakeholder collaboration skills

Roles and Responsibilities

• Conduct regular quality audits of customer interactions across phone, email, and chat channels.

• Evaluate interactions against established quality standards, KPIs, and best practices.

• Audit compliance with FCRA, FDCPA, PCI-DSS, card network rules, and data privacy/security regulations.

• Perform specialized audits, including:

  • Collections: FDCPA compliance and negotiation effectiveness

  • Disputes / Chargebacks: Documentation accuracy and card network compliance

  • Fraud Investigations: Adherence to investigation protocols

  • Credit Bureau Disputes: Timeliness, accuracy, and documentation quality

• Analyze quality trends, identify root causes, and prepare detailed reports with actionable recommendations.

• Provide constructive feedback and coaching to agents; support Team Leads with targeted training initiatives.

• Identify process improvement opportunities and document best practices.

• Track and escalate compliance violations and regulatory concerns to Management and Compliance teams.

• Participate in training sessions, develop job aids, and support new hire onboarding.

• Maintain complete and accurate audit documentation in line with compliance and retention requirements.