Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for a Quality Assurance (QA) for our BPO Partner in Taguig.

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

Headcount: 1

Recruitment Process: Virtual

QUALIFICATIONS:

• 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

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.

To apply, please submit your updated resume for this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or a direct call once shortlisted.

APPLY NOW!