Quality Assurance Specialist

Job title: Quality Assurance Specialist

Work set up: On-site at Taguig

Work shift: Shifting

Start date: April 17, 2026/ ASAP

Headcount: 3

BPO industry experience in the relevant role is required.

RECRUITMENT PROCESS: Virtual initial Interview - Virtual Level 1 Interview - Onsite Final Interview in Taguig (6 pm to 8 pm schedule)

CRITICAL REQUIREMENTS:

• High School /SHS Graduate, Bachelor's degree or equivalent experience is acceptable

• Open for Filipinos and local applicants only

• With the latest Quality Analyst experience handling Telco/ Telco collections accounts for at least 2 years in a BPO setting

• Compliance accuracy and documentation quality

• Identification and reduction of regulatory violations

• Improvement in collector performance metrics

• Accuracy and consistency in call scoring

• Effectiveness of feedback and coaching support

About the Role:

Are you detail-oriented with a strong understanding of compliance and performance standards

Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector

performance. In this role, you will evaluate calls and account activity to ensure compliance with federal

and state regulations, client standards, and company policies.

You will provide meaningful, data-driven feedback to operations and training teams to enhance

productivity, call quality, compliance, and overall performance. This role plays a critical part in

maintaining regulatory integrity and driving continuous improvement.

Key Responsibilities:

Call Monitoring and Compliance Oversight:

• Monitor collection calls to ensure compliance with federal and state laws

• Evaluate call techniques, messaging accuracy, and adherence to company/client standards

• Document violations and initiate corrective or disciplinary actions when necessary

• Log and report compliance findings accurately

Performance Evaluation & Feedback

• Provide constructive feedback to operations and training teams to improve:

• Call quality

• Productivity

• Customer service standards

• Regulatory compliance

• Identify performance trends and recommend improvement strategies

• Participate in monthly calibration sessions to ensure scoring consistency

File Audits and Data Analysis

• Conduct account file audits to ensure client work standards are met or exceeded

• Collect, organize, analyze, and trend performance data

• Assist in identifying operational gaps and recommending solutions

Training and Collaboration:

• Assist in training and developing new Quality Assurance Specialists

• Partner with operations management to improve collector performance

• Complete special projects as assigned by management

Minimum Qualifications:

• High school diploma or equivalent

• 1 year of office or administrative experience

• Basic proficiency in Microsoft Word, Excel, and Email

• Strong time management and multitasking skills

• Ability to objectively evaluate and document performance

• Strong verbal and written communication skills

• Basic math skills, including calculating percentages

Preferred Qualifications

• Associate degree

• Previous Quality Assurance experience

• Experience within the collections industry