Quality Assurance Specialist

Job title: Quality Assurance

LOB: Banking, Financial Services, and Insurance (BFSI)

Account: Financial/ Credit Card

Location: On-site in Taguig

Work Timing: Shifting

Target start date: Immediately/Asap

Headcount: 1

CRITICAL REQUIREMENTS:

Bachelor's degree or equivalent experience is required

Conducts audits across all functions, ensuring accuracy and full compliance with FCRA, FDCPA, PCI-DSS, and card network rules.

Analyzes quality trends, identifies root causes, prepares reports, and recommends improvements to enhance performance.

Provides feedback, supports training, documents best practices, and drives process improvements with cross-functional teams.

Willing to work on-site and shift schedule in Taguig

No active application with the client

Required Skills:

At least 2 years of experience as a QA ina BPO setting

Strong knowledge of Banking Credit and Collections operations, at least 3 years

Ability to manage multiple assigned processes effectively

Solid understanding of Quality Management principles and practices

Ability to work under strict deadlines and collaborate with the team to meet targets

Proficiency in MS Excel

Experience in identity theft investigations

Experience supporting portfolio scrubs

Experience with billing error dispute processing

Roles and Responsibilities:

Conduct regular quality audits of customer interactions (phone, email, chat) across all

operational functions.

Evaluate interactions against quality standards, KPIs, and best practices; identify coaching and

improvement opportunities.

Audit compliance with FCRA, FDCPA, PCI-DSS, card network rules, and data

privacy/security regulations.

Perform specialized audits, including:

Collections: FDCPA compliance and negotiation effectiveness

Disputes/Chargebacks: Documentation accuracy and card network compliance

Fraud Investigations: Adherence to investigation protocols

Credit Bureau Disputes: Timeliness, accuracy, and documentation quality

Analyze quality trends, identify root causes, and prepare detailed reports with insights and

recommendations.

Provide constructive feedback and coaching to agents; support Team Leads with targeted

training initiatives.

Identify process improvement opportunities and document best practices; support optimization

projects.

Track and escalate compliance violations and regulatory concerns to management and the

Compliance team.

Participate in training sessions, develop job aids, and support new hire onboarding.

Maintain complete and accurate audit records for compliance and retention requirements.