Collections Quality Analyst (Onsite)

About the Role

We are looking for an experienced Collections Quality Analyst to help ensure that our collection calls and processes meet high standards of compliance, accuracy, and customer service. In this role, you will evaluate calls, identify improvement opportunities, and work with the team to raise overall performance. Your insights will directly support coaching, training, and process enhancements that improve results.

Key Responsibilities

Monitor and evaluate inbound and outbound collection calls

Assess performance using established quality standards and scorecards

Identify compliance issues, communication gaps, and process deviations

Track and analyze quality metrics and KPIs

Provide actionable insights to team leaders and trainers

Partner with supervisors to deliver constructive feedback to team members

Recommend targeted coaching or training based on QA findings

Ensure adherence to debt collection laws and regulations

Join calibration sessions to maintain scoring consistency within the QA team

Qualifications

Minimum of 7 years’ experience as a Collections Quality Analyst

Strong coaching, feedback, and interpersonal skills

Able to work both independently and in a team setting

Strong analytical and problem-solving abilities

Willing to work onsite in McKinley West, Taguig or MOA Complex, Pasay

Amenable to an Australian shift schedule