Location: On-site in Taguig City, Metro Manila

Work Schedule: Shifting Schedule

Employment Type: Full-Time

Target Start Date: Immediate

Position Overview:

We are seeking an experienced Quality Assurance Specialist with deep expertise in Banking, Financial Services, and Insurance (BFSI) operations. The successful candidate will be responsible for conducting comprehensive quality audits, ensuring strict regulatory compliance, and driving continuous improvement initiatives for a major financial services account. This role is critical for maintaining high standards of service, accuracy, and compliance.

Key Responsibilities:

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  Conduct end-to-end quality audits across all operational functions, including customer interactions via phone, email, and chat.

  
  


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  Evaluate processes and interactions against defined quality standards, KPIs, and regulatory requirements such as FCRA, FDCPA, and PCI-DSS.

  
  


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  Perform specialized audits in key areas: Collections (FDCPA compliance), Disputes/Chargebacks, Fraud Investigations, and Credit Bureau reporting.

  
  


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  Analyze quality performance data, identify root causes of defects, and prepare detailed reports with actionable insights.

  
  


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

  
  


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  Track, document, and escalate compliance violations or regulatory concerns to management.

  
  


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  Identify and document process improvement opportunities and best practices; collaborate on optimization projects.

  
  


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  Maintain accurate and complete audit records for compliance and retention purposes.

  
  

Essential Qualifications & Experience:

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  Minimum of 2 years of experience as a Quality Assurance professional in a BPO setting.

  
  


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  At least 3 years of solid knowledge and experience in Banking, Credit, and Collections operations.

  
  


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  Proven experience conducting audits for compliance with financial regulations (FCRA, FDCPA, PCI-DSS).

  
  


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  Hands-on experience in one or more specialized areas: identity theft investigations, portfolio scrubs, or billing error dispute processing.

  
  


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  Strong analytical skills with the ability to manage multiple processes and work under strict deadlines.

  
  


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  Proficient in MS Excel and familiar with Quality Management principles and practices.

  
  


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  Excellent collaboration and communication skills.

  
  


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  Willingness to work on-site in Taguig on a shifting schedule.

  
  


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  A Bachelor’s degree is preferred, but equivalent professional experience will be considered.

  
  

What We Offer:

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  A competitive compensation package.

  
  


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  Opportunity to work with a leading financial services account in a critical compliance-focused role.

  
  


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  A professional on-site work environment in Taguig.

  
  

How to Apply:

If you meet the essential qualifications and are ready to start immediately, please submit your application. Your resume should clearly detail your BPO QA experience and your specific background in banking/credit operations.