CRITICAL REQUIREMENTS:

● Bachelor’s degree or equivalent experience is required
● Conducts audits across all functions, ensuring accuracy and full compliance with FCRA, FDCPA, PCI-DSS, and card network rules.
● Analyzes quality trends, identifies root causes, prepares reports, and recommends improvements to enhance performance.
● Provides feedback, supports training, documents best practices, and drives process improvements with cross-functional teams.
● Willing to work on-site and shift schedule in Taguig
● Should not be currently or formerly employed with FirstSource
● No active application with the client

Required Skills:

• At least 2 years of experience as a QA in a BPO setting
• Strong knowledge of Banking – Credit and Collections operations, at least 3 years
• Ability to manage multiple assigned processes effectively
• Solid understanding of Quality Management principles and practices
• Ability to work under strict deadlines and collaborate with the team to meet targets
• Proficiency in MS Excel
• Experience in identity theft investigations
• Experience supporting portfolio scrubs
• Experience with billing error dispute processing

Roles and Responsibilities:

• Conduct regular quality audits of customer interactions (phone, email, chat) across all
operational functions.
• Evaluate interactions against quality standards, KPIs, and best practices; identify coaching and
improvement opportunities.
• 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 insights and
recommendations.
• Provide constructive feedback and coaching to agents; support Team Leads with targeted
training initiatives.
• Identify process improvement opportunities and document best practices; support optimization
projects.
• Track and escalate compliance violations and regulatory concerns to management and the
Compliance team.
• Participate in training sessions, develop job aids, and support new hire onboarding.
• Maintain complete and accurate audit records for compliance and retention requirements.