Quality Assurance Coordinator

Job Responsibilities

• Oversee daily QA operations for Collections and Customer Service across calls, chat, email, and other channels.
• Monitor QA team performance, assign audits, and ensure audit targets and turnaround times are met.
• Develop and maintain QA scorecards, standards, procedures, and conduct calibration sessions to ensure consistent evaluations.
• Investigate customer complaints, review high-risk cases, ensure compliance, and recommend corrective actions.
• Analyze QA data, identify trends and root causes, prepare reports, and provide improvement recommendations.
• Manage, coach, and develop QA Specialists while driving a culture of accountability and continuous improvement.

Requirements

• Bachelor's degree in Business, Finance, Data Analytics, or a related field (preferred).
• At least 3 years of experience in BPO, fintech, consumer finance, collections, customer service, or QA.
• At least 1 year of experience as a QA Supervisor, Team Leader, or people manager.
• Strong knowledge of Collections, Customer Service, QA processes, and complaint handling.
• Proficient in Microsoft Excel; Power BI experience is an advantage.
• Excellent analytical, communication (English and Filipino), problem-solving, and leadership skills.
• Able to work under pressure and manage multiple priorities.

Work Location: In person