Quality Assurance Specialist - Collections

The QA Specialist is responsible for monitoring and evaluating collection agents' calls to ensure they follow company policies, collection procedures, and quality standards.

• →Monitor and evaluate collection calls using the approved QA scorecard.
• →Check agents' compliance, communication, and call handling.
• →Identify and document errors and violations.
• →Provide feedback and coaching recommendations to agents and Team Leaders.
• →Escalate major or critical violations to the QA Supervisor.
• →Prepare daily QA reports.
• →Track agent performance and identify recurring issues.
• →Participate in QA calibration and alignment sessions.
• →Recommend refresher training for agents with recurring quality issues.
• →Maintain confidentiality of customer and company information.
• →Meet the required daily monitoring target.
• →Perform other QA-related tasks assigned by the QA Supervisor.
• →Willing to to AD-hoc task

• At least 1 year experience in QA, Collections, BPO, or Customer Service.
• Good communication and analytical skills.
• Detail-oriented and organized.
• Knowledgeable in Excel/Google Sheets.
• Able to work independently and meet deadlines.
• Fair, objective, and consistent when evaluating calls.