Work Set-up: Full Onsite
Work Location: BGC, Taguig
Start Date: ASAP
The Collections Quality Control Manager is responsible for overseeing training, quality assurance, performance monitoring, and compliance for both Desk and Field Collections teams.
The role combines end-to-end responsibility for training development, quality audits, coaching, risk identification, and regulatory adherence, ensuring consistent, ethical, and effective collection operations across all channels.
The role serves as a key partner to Operations, Risk, Legal, Compliance, and HR, ensuring that collection activities align with company policies, regulatory requirements, and approved KPIs.
Qualifications & Requirements
- Bachelor's degree or equivalent professional qualification.
- Minimum Diploma may be considered for candidates with strong and relevant QC experience.
- At least 5 years of experience in collections training, quality assurance, quality control, or supervisory roles.
- Strong experience in: Training needs analysis, Curriculum/training development, Quality audits, Performance evaluation and Case and call reviews
- Strong analytical, decision-making, and problem-solving skills.
- Strong communication skills in English, both written and verbal.
- High attention to detail and accountability.
- High integrity and professionalism in enforcing standards and compliance.
- Ability to work in a fast-paced and continuously changing environment.
Strongly Preferred
- Experience handling both Desk Collections and Field Collections.
- Experience in a financing company, lending company, bank, fintech, or related financial-services environment.
- Knowledge of collection ethics, customer treatment, consumer protection, and data privacy.
- Experience developing and delivering collections training programs.
- Experience managing or supervising a QC/QA or training team.
- Familiarity with CRM, LMS, or collections management systems
Key Responsibilities
A. Training & Capability Development – Desk and Field
- Analyze training needs based on competency gaps, performance data, audit findings, business changes, and field/desk observations.
- Design, develop, and deliver onboarding, refresher, and advanced training programs for Desk and Field Collection agents.
- Develop, maintain, and update training materials, including modules, presentations, SOPs, work guidelines, scripts, and job aids.
- Support the end-to-end onboarding process for new hires for both Field and Desk Collections, ensuring readiness before live deployment.
- Conduct regular refresher training covering collection policies, customer treatment, compliance requirements, and ethical standards.
B. Quality Control & Performance Monitoring
- Conduct quality audits, including: Call monitoring for Desk Collections, Field visit validations, Documentation checks and Case reviews
- Evaluate agent performance against quality standards, KPIs, behavioral expectations, and compliance requirements.
- Identify policy violations, process gaps, behavioral risks, and operational weaknesses.
- Recommend appropriate corrective and preventive actions.
- Provide coaching and corrective feedback to Desk and Field agents, QC Team Leaders, and Supervisors.
C. Compliance, Risk & Reporting
- Ensure Desk and Field Collection activities comply with company policies, customer treatment standards, and applicable regulatory requirements.
- Partner with Risk, Legal, and Compliance teams to identify trends, emerging risks, and preventive controls.
- Prepare and present regular management reports covering: Training activities and completion rates, Quality audit results and trends, Compliance risks and behavioral issues and Performance improvement outcomes
- Support internal and external audits by providing documentation, findings, and corrective-action tracking.