QA Specialist

Job Title

Quality Analyst – LoansOne
Location: Eastwood, Quezon City (office-based)
Employment Type: Full-time, permanent

Role Summary

The Quality Analyst is responsible for overseeing and driving the quality, compliance, and risk management framework across the LoansOne loan processing function. This role provides strategic leadership to ensure lending activities meet regulatory requirements, internal policies, and client standards, while continuously improving quality outcomes and operational efficiency.

Key Responsibilities

Quality & Compliance Leadership

• Own and manage the end-to-end Quality Assurance framework for LoansOne
• Ensure loan processing activities comply with regulatory requirements, lender policies, and internal standards
• Act as a key point of contact for quality, compliance, and audit-related matters

Oversight & Review

• Lead quality reviews across all stages of the loan lifecycle (application, approval, settlement, post-settlement)
• Identify systemic issues, trends, and root causes of quality defects or compliance risks
• Escalate high-risk findings and recommend corrective actions

Team Leadership & Coaching

• Lead, coach, and develop QA team members and/or support operational teams through quality guidance
• Provide structured feedback, training, and quality insights to processing and credit teams
• Foster a strong quality-first culture across the LoansOne team
• Monitor live or recorded agent interactions (voice and non-voice) for compliance
• Conduct coaching sessions and certify new hires prior to Ops endorsement
• Report daily/weekly/monthly quality trends with analysis and action items
• Identify improvement opportunities and escalate critical errors
• Collaborate with stakeholders on calibration sessions and QA rollouts
• Handle disputes on evaluations and contribute to performance reviews
• Recommend and support process improvements tied to quality and customer experience

Process Improvement

• Drive continuous improvement initiatives to reduce errors, rework, and operational risk
• Develop, maintain, and enhance QA policies, procedures, and checklists
• Partner with Operation team to implement best practices

Skills & Competencies

• Strong leadership and stakeholder management skills
• Expert attention to detail with a strong risk and compliance mindset
• Ability to analyse data, identify trends, and translate findings into actionable improvements
• Excellent written and verbal communication skills
• Confident decision-making and escalation capability

Qualifications & Experience

• Significant experience in loan processing, credit, operations, or quality assurance within financial services
• Strong knowledge of lending products, loan documentation, and regulatory requirements
• Previous experience in a QA Lead, QA Manager, or senior quality role (preferred)
• Experience managing audits and compliance reviews (advantageous)
• Knowledge in CRM tools is a plus

Personal Attributes

• Strategic and solutions-focused
• High level of integrity and accountability
• Proactive, resilient, and adaptable in a fast-paced environment
• Collaborative leadership style with the ability to influence at all levels