Collections Quality Assurance

GCash

Nov 1

Applications are closed

Job
Full-time
Mid & Senior Level
Manila

Requirements

Conduct monthly audit to check the compliance of third-party collections agency on the contract/MSA
Conduct call monitoring for third-party collections agency and for VoiceBot in reference to the approved call monitoring guidelines
Identify areas for improvements and take actions in accordance with these needs to ensure compliance with quality standards
Communicate quality trend results to vendors and stakeholders
Prepare monthly reports of assigned reviews with specified recommendations to address top and/or recurring findings
Look for trends and patterns in processes and suggest improvements and changes; implement process improvements designed to reduce process lapses and reduce error rates for collections processes
Work closely with stakeholders to determine process weaknesses and improve process efficiency
This position is responsible for conducting quality assurance (QA) tests for Collections
The Quality Assurance Specialist is responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution
He/She shall handle audit reviews for collection agencies and assist in the developing QA test procedures
Assess and rate the calls made by collections agencies and perform call calibration
Assist in performing monthly call calibration with agencies to discuss top errors, share best practices, and recommend action plans
May also be assigned to facilitate internal call calibration with collections, CXM, product, operations, and other relevant groups
Measure VoiceBot recognition based on random sampling and listening to calls
Identify calls of interest for further investigation
Summarize all findings and identify which areas to focus on for improving VoiceBot recognition

Responsibilities

Conduct monthly audit to check the compliance of third-party collections agency on the contract/MSA
Conduct call monitoring for third-party collections agency and for VoiceBot in reference to the approved call monitoring guidelines
Identify areas for improvements and take actions in accordance with these needs to ensure compliance with quality standards
Communicate quality trend results to vendors and stakeholders
Prepare monthly reports of assigned reviews with specified recommendations to address top and/or recurring findings
Look for trends and patterns in processes and suggest improvements and changes;
implement process improvements designed to reduce process lapses and reduce error rates for collections processes
Work closely with stakeholders to determine process weaknesses and improve process efficiency
This position is responsible for conducting quality assurance (QA) tests for Collections. The Quality Assurance Specialist is responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution. He/She shall handle audit reviews for collection agencies and assist in the developing QA test procedures.
Monthly Call Monitoring Review - Assess and rate the calls made by collections agencies and perform call calibration
Call Calibration Sessions - Assist in performing monthly call calibration with agencies to discuss top errors, share best practices, and recommend action plans. May also be assigned to facilitate internal call calibration with collections, CXM, product, operations, and other relevant groups
Call Monitoring Review - measure VoiceBot recognition based on random sampling and listening to calls. Identify calls of interest for further investigation
Monthly VoiceBot Recognition Review - Summarize all findings and identify which areas to focus on for improving VoiceBot recognition

FAQs

What is the primary responsibility of the Collections Quality Assurance position?

The primary responsibility is to conduct quality assurance tests for Collections, including auditing third-party collection agencies, call monitoring, and ensuring compliance with quality standards.

What types of reviews will the Collections Quality Assurance Specialist conduct?

The specialist will conduct monthly audits, call monitoring and calibration, and VoiceBot recognition reviews.

How does the Collections Quality Assurance Specialist improve existing processes?

They identify areas for improvement, implement process changes aimed at reducing errors, and work closely with stakeholders to enhance efficiency.

What is the significance of call calibration sessions in this role?

Call calibration sessions are crucial for assessing and discussing errors, sharing best practices, and recommending action plans to improve call quality with collection agencies.

Will the specialist have to prepare reports?

Yes, the specialist will prepare monthly reports detailing their reviews and recommendations to address recurring findings.

What kind of team will the Collections Quality Assurance Specialist be working with?

The specialist will work with a dynamic and highly collaborative team committed to innovating and improving financial solutions.

What opportunities for career growth are offered in this position?

There are opportunities for career growth and development in the leading FinTech company in the country.

What kind of compensation and benefits package does GCash offer?

GCash offers a highly competitive and flexible compensation and benefits package to its employees.

Is experience with VoiceBot technology required for this role?

Familiarity with VoiceBot technology is beneficial, as the role includes measuring VoiceBot recognition and identifying areas for improvement.

Can you describe the work environment at GCash for this role?

The work environment is dynamic, collaborative, and focused on innovation in the financial technology sector.

GCash

Realizing a vision of a cashless society leading to Finance for All.

Finance

Industry

501-1000

Employees

2015

Founded Year

Mission & Purpose

Mynt is the first and only duacorn in the Philippines. It's a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology. Mynt operates two fintech companies: GXI, the mobile wallet operator of GCash — the #1 Finance App in the Philippines, and Fuse Lending, a tech-based lending company that gives Filipinos access to microloans and business loans. Mynt, through its fintech operations, is a staunch supporter of the United Nations Sustainable Development Goals (SDGs), particularly UN SDGs 5,8,10, and 13, which focus on safety & security, financial inclusion, diversity, equity, and inclusion as well as taking urgent action to combat climate change and its impacts, respectively.