Quality Assurance Specialist (Collection)
Maya
Date: 3 weeks ago
City: Mandaluyong City
Contract type: Full time
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 f
- or:Holds a college degree1-2 years of experience in conducting process and product training for Operations Tea
- ms.Strong background in regulations, policies, and procedures governing credit policy and collectio
- ns.Collaborative, able to connect and work effectively with cross-functional teams to ensure task completion and succe
- ss.Effective communicator, capable of clearly and effectively engaging with peers and other tea
- ms.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 stakeholde
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