Quality Assurance Specialist

RECRUITMENT PROCESS: Virtual initial Interview - Virtual Level 1 Interview - Onsite Final Interview in Taguig (6 pm to 8 pm schedule)

CRITICAL REQUIREMENTS:

• High School /SHS Graduate, Bachelor’s degree or equivalent experience is acceptable
• Open for Filipinos and local applicants only
• With the latest Quality Analyst experience handling Telco/ Telco collections accounts for at least 2 years in a BPO setting
• Compliance accuracy and documentation quality
• Identification and reduction of regulatory violations
• Improvement in collector performance metrics
• Accuracy and consistency in call scoring
• Effectiveness of feedback and coaching support

About the Role:

and state regulations, client standards, and company policies.

maintaining regulatory integrity and driving continuous improvement.

Key Responsibilities:

Call Monitoring and Compliance Oversight:

• Monitor collection calls to ensure compliance with federal and state laws
• Evaluate call techniques, messaging accuracy, and adherence to company/client standards
• Document violations and initiate corrective or disciplinary actions when necessary
• Log and report compliance findings accurately

• Provide constructive feedback to operations and training teams to improve:
• Call quality
• Productivity
• Customer service standards
• Regulatory compliance
• Identify performance trends and recommend improvement strategies
• Participate in monthly calibration sessions to ensure scoring consistency

• Conduct account file audits to ensure client work standards are met or exceeded
• Collect, organize, analyze, and trend performance data
• Assist in identifying operational gaps and recommending solutions

• Assist in training and developing new Quality Assurance Specialists
• Partner with operations management to improve collector performance
• Complete special projects as assigned by management

• High school diploma or equivalent
• 1 year of office or administrative experience
• Basic proficiency in Microsoft Word, Excel, and Email
• Strong time management and multitasking skills
• Ability to objectively evaluate and document performance
• Strong verbal and written communication skills
• Basic math skills, including calculating percentages

• Associate degree
• Previous Quality Assurance experience
• Experience within the collections industry

PRE-SCREENING QUESTIONS:

1. How many years of QA experience do you have handling Telco/ Telco collections in a BPO setting?
2. Are you willing to attend an on-site Final Interview in Taguig?
3. How much is your last drawn salary?
4. How much is your salary expectations?
5. Are you able to work onsite in Taguig with a shifting working schedule?
6. Can you start on April 17, 2026?