Job Title: Quality Assurance

Line of Business: Banking, Financial Services, and Insurance (BFSI)

Account: Financial / Credit Card

Work Location: On-site – Taguig

Work Schedule: Shifting

Salary Package:

PHP 33,000 – 38,000 basic

PHP 2,000 allowance

Target Start Date: Immediate / ASAP

Headcount: 1

Critical Requirements

Bachelor’s degree or equivalent relevant experience

Conduct quality audits across all operational functions, ensuring accuracy and full compliance with: 

Fair Credit Reporting Act (FCRA)

Fair Debt Collection Practices Act (FDCPA)

PCI-DSS

Card network rules

Analyze quality trends, identify root causes, prepare reports, and recommend process improvements

Provide feedback, support training initiatives, document best practices, and collaborate with cross-functional teams

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

No active or previous application with the client

Required Skills and Experience

Minimum of 2 years of Quality Assurance experience in a BPO environment

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

Strong ability to manage multiple processes simultaneously

Solid understanding of Quality Management principles and methodologies

Ability to work under strict deadlines and collaborate effectively with teams

Proficient in MS Excel

Experience in: 

Identity theft investigations

Supporting portfolio scrubs

Billing error dispute processing

Roles and Responsibilities

Conduct regular quality audits of customer interactions (voice, email, and chat) across all operational functions

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

Identify coaching and performance improvement opportunities

Audit compliance with regulatory and security requirements, including data privacy standards

Perform specialized audits, including but not limited to: 

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 quality of documentation

Analyze quality data and trends; prepare detailed reports with actionable insights and recommendations

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

Identify and document process improvement opportunities and best practices

Track, escalate, and report compliance violations and regulatory concerns to management

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

Maintain accurate and complete audit documentation in compliance with retention and regulatory requirements

Pre-Screening Questions

How many years of Quality Assurance experience do you have in a BPO setting?

On a scale of 1–10, how would you rate your knowledge of Banking – Credit and Collections operations?

Do you have experience in identity theft investigations, portfolio scrubs, and billing error dispute processing? Please describe briefly.

What is your highest educational attainment?

What is your most recent salary?

What is your expected salary? (Please note the budget range for this role.)

Are you amenable to working on-site in Taguig with a shifting schedule?

This is an urgent requirement. Are you available to start immediately?