Job title: Quality Assurance

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

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 FirstSource 

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.

PRE-SCREENING QUESTIONS:

1 . How many years of Quality Assurance experience do you have in BPO?

2. Please rate your knowledge in Banking – Credit and Collections operations, from 1 to 10, 10 being the highest.

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

4. What is your highest educational attainment?

5. How much is your last drawn salary?

6. How much is your salary expectation?

7. Are you amenable to working onsite in Taguig with a shifting work schedule?

8. This is an urgent position. Are you able to start immediately?