Company Description
Bernales & Associates is a trusted industry leader in BPO services with over 25 years of experience, offering stable day-shift careers across the nation. The company provides DOLE-compliant employment, structured training programs, and strong employee engagement initiatives that support professional development. Team members benefit from performance-based incentives and clear pathways for long-term career growth. Bernales & Associates promotes a workplace culture where stability, opportunity, and continuous improvement come together to help individuals build sustainable careers.
Role Description
Bernales & Associates is hiring a Quality Assurance Team Leader to leads the QA team for a collections BPO account. Owns call/account monitoring, scoring accuracy, coaching, and compliance reporting for the program.
Key Responsibilities
- Supervise QA Analysts/Specialists monitoring collector-agent calls and accounts.
- Build and maintain scorecards, monitoring forms, and calibration standards per client/regulatory requirements.
- Run calibration sessions with Operations, Training, and Compliance.
- Analyze QA trends; report coaching needs, process gaps, and compliance risks to leadership.
- Coach Operations Team Leaders/Supervisors on agent performance improvement.
- Review escalated disputes and high-risk/compliance-flagged calls.
- Submit QA performance reports (daily/weekly/monthly) to management and client.
- Meet QA audit sampling and coverage targets.
- Support training on quality standards for new hires and refreshers.
- Track regulatory and client policy updates; cascade to team.
- Manage team schedules, evaluations, and coaching documentation.
Qualifications
- College graduate, any course.
- Should have at least 2-3 years of Quality Lead experience and has been a Quality Analyst for at least 4 years in a BPO setting.; collections background preferred.
- Working knowledge of collections processes and compliance standards.
- Strong analytical, coaching, and people-management skills.
- Proficient in MS Excel/PowerPoint and QA reporting tools.
- Comfortable working on-site and traveling across company branches as needed.
- Amenable to work onsite at Marikina Headquarters and/or QC Office.
