Quality Assurance (Financial- Credit Card) URGENT!
Gratitude IncQuality Assurance (Financial- Credit Card) URGENT!
Job Description
Key Skills
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Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.
We have an ongoing hiring for a Quality Assurance (QA) for our BPO Partner in Taguig.
Job title: Quality Assurance
LOB: Banking, Financial Services, and Insurance (BFSI)
Account: Financial/ Credit Card
Location: On-site in Taguig
Work Timing: Shifting
Salary: 33,000 - 38,000 basic / 2,000 allowance
Target start date: Immediately/Asap
Headcount: 1
Recruitment Process: Virtual
QUALIFICATIONS:
- 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
Required Skills:
- At least 2 years of experience as a QA in a 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.
To apply, please submit your updated resume for this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.
Further details will be discussed once invited for an interview.
Our recruitment team will reach out to you via WhatsApp/Viber or a direct call once shortlisted.
APPLY NOW!
Role
QA Analyst
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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