QA Supervisor (Complaints/Escalations Supervisor)
Atome Mandaluyong Full-time
Job Title: QA Supervisor (Complaints Supervisor)
Department: Collections Department
Review, investigate, and validate escalated complaints related to debt collection practices, agent behavior, and customer disputes.
Coordinate with Collections Operations, Quality Assurance, Compliance, and Legal teams to resolve complaints and implement corrective actions.
Conduct root cause analysis on recurring complaints and recommend process improvements to prevent future issues.
Monitor complaint trends and prepare regular reports and insights for senior management.
Ensure proper documentation and tracking of complaints in accordance with internal governance and audit requirements.
Provide coaching and guidance to collections agents and supervisors regarding complaint handling and regulatory compliance.
Lead investigations related to potential misconduct or policy violations and recommend appropriate disciplinary actions when necessary.
Support regulatory reporting requirements and assist in audits related to collections complaints and consumer protection.
1–2 years of supervisory or leadership experience in collections, complaints management, or customer service operations.
Strong knowledge of collections regulations, consumer protection laws, and complaint management frameworks.
Experience handling regulatory complaints and coordinating with compliance and legal teams.
Strong analytical and problem-solving skills with the ability to conduct investigations and root cause analysis.
Excellent written and verbal communication skills, with the ability to prepare clear reports and communicate findings to stakeholders.
High level of integrity, professionalism, and attention to detail.
Ability to manage multiple cases simultaneously while maintaining quality and compliance standards.
Department: Collections Department
Reporting Line: Collections - Training and Quality Manager
Key Responsibilities
Supervise the end-to-end handling of collections-related complaints, ensuring timely resolution in accordance with company policies and regulatory requirements.Review, investigate, and validate escalated complaints related to debt collection practices, agent behavior, and customer disputes.
Coordinate with Collections Operations, Quality Assurance, Compliance, and Legal teams to resolve complaints and implement corrective actions.
Conduct root cause analysis on recurring complaints and recommend process improvements to prevent future issues.
Monitor complaint trends and prepare regular reports and insights for senior management.
Ensure proper documentation and tracking of complaints in accordance with internal governance and audit requirements.
Provide coaching and guidance to collections agents and supervisors regarding complaint handling and regulatory compliance.
Lead investigations related to potential misconduct or policy violations and recommend appropriate disciplinary actions when necessary.
Support regulatory reporting requirements and assist in audits related to collections complaints and consumer protection.
Perform ad hoc tasks, special projects, and other duties assigned by management to support the Collections, Compliance, and Customer Experience teams.
Qualifications and Requirements
At least 2 years of experience in Collections, Complaints Handling, Compliance, or Customer Escalations, preferably in financial services or fintech.1–2 years of supervisory or leadership experience in collections, complaints management, or customer service operations.
Strong knowledge of collections regulations, consumer protection laws, and complaint management frameworks.
Experience handling regulatory complaints and coordinating with compliance and legal teams.
Strong analytical and problem-solving skills with the ability to conduct investigations and root cause analysis.
Excellent written and verbal communication skills, with the ability to prepare clear reports and communicate findings to stakeholders.
High level of integrity, professionalism, and attention to detail.
Ability to manage multiple cases simultaneously while maintaining quality and compliance standards.
Proficiency in Microsoft Office tools (Excel, PowerPoint, and Word) and case management or ticketing systems.
Marie France Bodyline InternationalManila, 6 km from Mandaluyong
Job Summary:
Under the supervision of the Division Head for Operations and Facilities Management Supervisor, the Housekeeping Team Lead is responsible in assisting the Facilities Management Supervisor in monitoring the proper upkeep...
Our ClientsManila, 6 km from Mandaluyong
Visa Supervisor (Travel and Tours)
Makati | On-site | Monday to Friday
Job Description:
We are seeking a detail-oriented and experienced Visa Supervisor to oversee daily visa processing operations and ensure compliance with embassy requirements...
Quezon City, 8 km from Mandaluyong
Job Description
Posted on 5 May 2026
Job Summary: The Telesales Supervisor is responsible for providing leadership and direction to a team of sales officers in an effort to deliver channel targets by ensuring that each member of the team delivers...