Quality Assurance Specialist (Collection)

What you will do:

• Assist the business leaders in the achievement of business objectives specifically in the following functions
• Conduct comprehensive product and process training for the Credit Underwriting Operations Team to ensure they are well-versed in current practices and standards
• Deliver product and process training to In-House Collections and DCA Teams, ensuring consistency and alignment across all teams
• Conduct refresher sessions and provide detailed training results to reinforce knowledge and track progress
• Document and map processes related to Credit Operations, focusing on Quality Assurance and Training and Development to ensure clarity and efficiency
• Perform QA audits as part of the Business Continuity Plan (BCP) for Credit Underwriting and Collections QA by monitoring recorded conversations or calls completed by Maya Bank’s In-House Collections Team and affiliated Debt Collection Agencies (DCA), and auditing cases processed by the Credit Underwriting Operations
• Manage and handle customer complaints related to or within the scope of Credit Operations, ensuring timely and effective resolution
• Perform other related tasks as required by the team to support overall operational excellence.

What we are looking for:

• Holds a college degree1-2 years of experience in conducting process and product training for Operations Teams.
• Strong background in regulations, policies, and procedures governing credit policy and collections.
• Collaborative, able to connect and work effectively with cross-functional teams to ensure task completion and success.
• Effective communicator, capable of clearly and effectively engaging with peers and other teams.
• Experience in Training and Development, with a solid track record in designing, delivering, and evaluating training programs. Previous experience as a financial trainer or instructor is highly beneficial. It is also important that the trainer has conducted training for employees, clients, or external stakeholders.