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SENIOR COLLECTIONS QUALITY CONTROL SPECIALIST

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Position Title:  Sr. Collections Quality Control Specialist

 

Job Summary

  • The position is responsible in conducting various Day-2 review activities for Collections, initiate, design, review Day-2 test scripts, monitor resolution of Day-2 findings and recommend detailed actions to be taken.
  • The jobholder shall ensure implementation of the Quality Control (QC) framework of Collections and Recoveries and that all quality review activities are done within the standard turn-around time (TAT). He/She shall assist in the assessment, escalation and monitoring of complaints resolution.

Specific Duties & Responsibilities

Quality Control and Compliance

  • Develops and reviews quality control tests scripts for Collections and Recoveries, Debt Collection agencies including detailed action steps to be followed for each failure.
  • Conducts Day-2 reviews and accuracy checks on the different collection processes in compliance with approved policies and procedures and quality standards.
  • Assists during audit reviews from internal and external parties. Ensures that the division is audit-ready.
  • Performs random checking on call monitoring process done by Collection Officers.
  • Assists in handling the division’s centralized complaint’s database, reviews assessment/investigation, prepares letters and performs call-outs to clients.  Review and coordinate with concerned units on the resolution of collection complaints with supervision of QC Officer/Manager.
  • Ensures all assigned review activities are done within turn-around-time (TAT), agency audits are done within schedule and all errors/findings are reported promptly.
  • Generates daily and monthly reports on review results and audit findings.
  • Analyses QC test results and recommends action steps to be done to resolve an issue or improve processes.
  • Conducts call monitoring with the collection agents and collection agencies.
  • Provides inputs to annual business review of collection agencies to assist in contract renewal evaluation.
  • Conducts due diligence review to ensure compliance documents of collection agencies are complete and updated.
  • Escalates to immediate supervisor any error or issues that may result to operational risks.
  • Performs back up functions to ensure that the team’s review standard turn-around time is met.
  • Pairs-up with new QC specialists to assist in the training and overview of the QC Framework.
  • Creates and facilitates the Collections Customer Satisfaction (CSAT) survey and generates CSAT report per business unit.

 

Process Improvement and Strategies

  • Initiates process improvements within or outside the division based on the results of QC reviews.
  • Streamlines manual procedures of the division using available tools and resources.
  • Creates effective strategies which will result to improved quality/accuracy, lower operations cost, service improvement and customer satisfaction.

 

Support Key Performance Indicators

  • Meets the target of Collections on Resolution and Overdue Bucket rate for complaints and requests from customers.
  • Maintains the division’s complaints database and establishes review process to ensure timely resolution of complaints. Assists in the evaluation of the validity of complaint and coordinates with agent’s immediate supervisor and other business units on corrective action required.
  • Develops and generates regular reports on results and status of Quality Control tests, call monitoring validation, call calibration and outsourcing functions review.
  • Provides the YTD accuracy points of Collections segmented by process and unit responsible.
  • Ensures team’s Grade of Service and Completion Rate targets are met.

 

Policies and Procedures

  • Develops and updates policies and procedures manual / framework of the QC unit
  • Sets, validates and ensures compliance to Turn-Around-Time of collection procedures
  • Evaluates awareness of the division to policies and procedures, BCP, Collections system and organizational structure by conducting surprise test and recommend detailed action steps to be done of those who will fail

 

Performs other functions that may be assigned from time to time by the immediate supervisor

 

 

Qualifications:

  • Bachelor’s degree holder; preferably graduate of a business course or Statistics

  • Has at least 2 years of experience in Quality Control or in Audit position from a financial institution particularly in a credit card company.

  • With experience in creating Day 2 review test scripts, procedures manual, framework and implementing audit procedures.
  • Strong working knowledge of MS Word, Excel, and PowerPoint. Numerical skills to calibrate and measure impact of issues and findings

 

Other Details:

Rank: Junior Officer 

Unit: Consumer Business Sector / Collections and Recoveries  

Location:  Pasay City

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