Collections Quality Analyst

Job Expectations:

• Position Type: Experienced - Mid/Senior
• Employment Type: Full-Time; Permanent (Direct Hire)
• Work Setup & Location: Onsite - McKinley Cyberpark, Taguig City
• Work Schedule: Mondays - Fridays; Night/Shifting
• Number of Headcounts: 5+ FTEs Available
• Industry: IT Consulting & Services (IT-BPO)

About the Job:

We are looking for a detail-oriented Collections Quality Analyst to join our client's Quality team. In this role, you will monitor and assess agent transactions, analyze performance metrics, and provide actionable insights to improve collections quality and operational efficiency. You will work closely with Collections, Operations, and other cross-functional teams to ensure process adherence, enhance agent performance, and drive continuous improvement initiatives.

Key Responsibilities:

• Monitor and evaluate agent transactions to ensure compliance with client quality standards and guidelines.
• Analyze multiple client performance metrics to identify trends, gaps, and opportunities for quality improvement.
• Provide coaching and feedback to agents based on quality assessments and operational metrics.
• Collaborate cross-functionally to implement quality initiatives and optimize collections processes.
• Participate in regular client business reviews and provide actionable insights for process and performance enhancement.

Qualifications:

• Bachelor's Degree in Accounting, Finance, or a related field.
• Proven experience in QA roles for collections within a BPO environment.
• Strong understanding of quality monitoring processes, metrics, and best practices.
• Skilled in conflict resolution and relationship management with both agents and stakeholders.
• Excellent analytical and problem-solving abilities.
• Strong English communication skills, both written and verbal.
• Can start immediately, if possible.

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