LOB: Banking, Financial Services, and Insurance (BFSI)

Account: Financial/ Credit Card

Location: On-site in Taguig

Work Timing: Shifting

Salary: 33,000 - 38,000 basic / 2,000 allowance

Target start date: Immediately/Asap

Headcount: 1

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.