Title: Quality Assurance Specialist BFSI (On-site, Taguig)
Location: Taguig
Schedule: Shifting
Salary: PHP 33,00038,000 + 2,000 allowance
Qualifications:
- Bachelor's degree or equivalent experience
- 2+ years QA experience in BPO
- 3+ years in Banking, Credit, or Collections
- Knowledge of FCRA, FDCPA, PCI-DSS, card network rules
- Proficient in MS Excel
- Experience in identity theft investigations, portfolio scrubs, billing error disputes
- Able to manage multiple processes under strict deadlines
Roles & Responsibilities:
- Conduct quality audits of calls, emails, and chats
- Ensure compliance with banking regulations and card network rules
- Perform specialized audits (collections, disputes, chargebacks, fraud)
- Analyze trends, identify root causes, provide reports and recommendations
- Coach agents and support Team Leads in training
- Track and escalate compliance violations
