WeFund is the leading FinTech company in the Philippines. It is a subsidiary of FinVolution Group, one of the biggest fintech companies in Asia and is publicly listed with the NYSE (FINV). Our Core Values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.
Job Summary
- The QA Assistant Manager supports the Department Manager in ensuring consistent adherence to quality standards across collections operations.
- This role is responsible for monitoring calls, evaluating agent performance, identifying process gaps, and driving continuous improvement initiatives.
- The position also ensures compliance with internal policies, client requirements, and applicable regulatory standards.
Key Responsibilities:
- Quality Monitoring & Evaluation
- Conduct regular call monitoring and audits of collections agents to ensure adherence to quality standards and scripts
- Evaluate agent performance using established QA scorecards and provide detailed feedback
- Ensure consistency and fairness in scoring across the QA team
- Performance Management & Coaching
- Partner with Senior/Team Leaders and Training Team to deliver actionable feedback and coaching plans
- Identify performance trends and recommend interventions to improve agent effectiveness
- Support calibration sessions to align quality standards and expectations
- Process Improvement
- Analyze QA data to identify gaps, root causes, and opportunities for process improvement
- Recommend and implement initiatives to enhance call quality, compliance, and customer experience
- Assist in developing and updating QA frameworks, guidelines, and evaluation tools
- Compliance & Risk Management
- Ensure all collections activities comply with company policies, client requirements, and regulatory guidelines (e.g., fair debt collection practices, BSP, SEC, Data Privacy)
- Flag compliance risks and escalate critical issues to management
- Support audit requirements and documentation readiness
- Reporting & Analytics
- Prepare and present QA reports, dashboards, and insights to management
- Track key quality metrics, trends, and action plans
- Provide data-driven recommendations to improve operational performance
Qualifications:
- At least 3–5 years of experience in Quality Assurance within Collections, BPO, or Financial Services
- Minimum 2–3 years in a supervisory or leadership role
- Strong knowledge of collections processes, call handling standards, and QA methodologies
- Familiarity with regulatory requirements (e.g., fair debt collection practices, BSP, SEC, AMLA, Data Privacy Act)
- Strong analytical and reporting skills
- Excellent communication and coaching ability
- Attention to detail
- Leadership and team management
- Proficiency in QA tools, Excel, and reporting dashboards
- Experience with dialers and CRM systems is good but not required.
Why Join JuanHand
- Be part of a fast-growing fintech company transforming financial access in the Philippines
- Work in an agile, innovative, and mission-driven environment
- Competitive compensation and benefits
- Opportunities for growth and leadership
Culture of ICED Tea and Setting Up People for Success
