Location: Taguig (On-site)

Salary: ₱33,000 - ₱38,000 + ₱2,000 Allowance

Start Date: IMMEDIATE/ASAP

About the Role

Are you a detail-oriented QA professional with deep expertise in credit card and collections operations? We're seeking a Quality Assurance Specialist to ensure excellence across all customer touchpoints while maintaining strict compliance with regulatory standards.

As our QA expert, you'll conduct comprehensive audits, identify improvement opportunities, and partner with teams to drive operational excellence in a dynamic BFSI environment.

Must-Haves:

• 2+ years of Quality Assurance experience in a BPO setting


• 3+ years of strong knowledge in Banking – Credit and Collections operations


• Bachelor's degree or equivalent


• Expert knowledge of FCRA, FDCPA, PCI-DSS, and card network compliance rules


• Experience in identity theft investigations


• Experience supporting portfolio scrubs


• Experience with billing error dispute processing


• Advanced proficiency in MS Excel


• Ability to manage multiple processes simultaneously


• Strong analytical and reporting skills


• Available to start immediately


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

Important Note:

• Must NOT be currently or formerly employed with FirstSource


• No active application with the client

What You'll Do

• Conduct regular quality audits across all customer interactions (phone, email, chat)


• Evaluate performance against quality standards, KPIs, and best practices


• Identify coaching opportunities and areas for improvement


• Maintain comprehensive audit records for compliance and retention


• Collections: Ensure FDCPA compliance and effective negotiation practices


• Disputes/Chargebacks: Verify documentation accuracy and card network compliance


• Fraud Investigations: Monitor adherence to investigation protocols


• Credit Bureau Disputes: Assess timeliness, accuracy, and documentation quality


• Ensure full compliance with FCRA, FDCPA, PCI-DSS, and data privacy regulations


• Analyze quality trends and identify root causes of issues


• Prepare detailed reports with actionable insights and recommendations


• Track and escalate compliance violations and regulatory concerns


• Provide data-driven recommendations for process optimization


• Provide constructive feedback and targeted coaching to agents


• Support Team Leads with training initiatives


• Participate in training sessions and develop job aids


• Support new hire onboarding programs


• Identify and document best practices


• Drive process improvement opportunities


• Collaborate with cross-functional teams on optimization projects


• Support quality enhancement initiatives

What Makes You Stand Out

• Strong understanding of Quality Management principles and practices


• Ability to work under strict deadlines while maintaining accuracy


• Excellent collaboration skills with cross-functional teams


• Proactive problem-solving mindset


• Attention to detail with a compliance-first approach


• Experience in multiple BFSI operational functions

Answer these questions to fast-track your application:

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 briefly)


4. What is your highest educational attainment?


5. What was your last drawn salary?


6. What is your salary expectation? (Budget: ₱33,000 - ₱38,000 + ₱2,000 allowance)


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


8. Can you start immediately?

APPLY NOW! This is an urgent hire, and we're moving quickly with qualified candidates.