About this role
Job title: Quality Assurance Specialist - Collections
PalmPay
About Us
PalmPay is a fast-growing fintech company dedicated to transforming digital financial services through innovative payment and consumer finance solutions. Our mission is to make financial services more accessible, secure, and rewarding for everyone.
As we continue to expand in the Philippines, we are driving growth through mobile installment solutions in partnership with leading device brands such as Tecno, Infinix, and Itel—empowering consumers with flexible and affordable financing options.
Job Description
The QA Specialist is responsible for monitoring and evaluating collection agents' calls to ensure they follow company policies, collection procedures, and quality standards.
Key Responsibilities
- Monitor and evaluate collection calls using the approved QA scorecard.
- Check agents' compliance, communication, and call handling.
- Identify and document errors and violations.
- Provide feedback and coaching recommendations to agents and Team Leaders.
- Escalate major or critical violations to the QA Supervisor.
- Prepare daily QA reports.
- Track agent performance and identify recurring issues.
- Participate in QA calibration and alignment sessions.
- Recommend refresher training for agents with recurring quality issues.
- Maintain confidentiality of customer and company information.
- Meet the required daily monitoring target.
- Perform other QA-related tasks assigned by the QA Supervisor.
- Willing to take on ad-hoc tasks
Qualifications
- At least 1 year experience in QA, Collections, BPO, or Customer Service.
- Good communication and analytical skills.
- Detail-oriented and organized.
- Knowledgeable in Excel/Google Sheets.
- Able to work independently and meet deadlines.
- Fair, objective, and consistent when evaluating calls.