Job Title: Quality Assurance Analyst - BPO Collections

Account: Collections

Work Setup: Onsite (Cebu Insular)

Schedule: Shifting

Salary: 21K (Can endorse beyond for candidates with strong relevant experience)

Target Start Date: October 25, 2024

Job Description:



We are seeking a Quality Assurance Analyst to join our Collections team in Cebu. As a QA Analyst, you will be responsible for monitoring and evaluating the performance of agents in our collections department to ensure compliance with company standards and client requirements. You will play a critical role in improving customer experience and operational efficiency by providing actionable feedback and identifying areas for improvement.

Key Responsibilities:



    Conduct regular call monitoring and evaluations to assess the quality and compliance of agent performance in collections.

    Provide detailed feedback and coaching to agents to enhance service delivery and collections effectiveness.

    Collaborate with the operations team to identify trends, gaps, and opportunities for process improvement.

    Prepare quality reports and performance metrics for management review.

    Ensure adherence to internal and client-specific policies, procedures, and regulatory guidelines in all collections activities.



Non-negotiable Requirements:

    Quality Assurance experience in a BPO environment.

    Collections experience is required.

If you have a background in both Quality Assurance and Collections within the BPO industry, and you're looking for a dynamic role with room for growth, we encourage you to apply!

For any questions send your CV to brenda@gratitudeindia.com