Job description:

• Develop and oversee the implementation of comprehensive quality assurance strategies and testing plans
• Manage a team of QA analysts and engineers, providing guidance, mentorship and support to ensure high standards of work
• Collaborate closely with development, operations and businQA Manager – Collection & Customer Service (Online Lending App, Philippines)OverviewThe Quality Assurance (QA) Manager is responsible for maintaining service excellence and regulatory compliance within the Collection and Customer Service (CS) departments of an online lending platform. This role ensures that all borrower interactions — via call, chat, or email — meet company quality standards, comply with Philippine regulations (SEC, NPC, BSP, DTI, and applicable lending laws), and reflect the brand's values of fairness, transparency, and professionalism. Key Responsibilities
• Develop, implement, and maintain QA frameworks for Collection and CS operations.
• Conduct daily call and chat monitoring to evaluate communication accuracy, empathy, tone, compliance, and resolution.Audit collection activities to ensure ethical practices, especially regarding borrower privacy and handling respectful of overdue accounts.
• Generate and analyse QA performance reports to identify trends, improvement areas, and policy adherence.
• Ensure all communications and collection practices comply with:oSEC Memorandum Circulars on Lending and Financing CompaniesoNPC Data Privacy Act of 2012 (RA 10173)oDTI Consumer Act (RA 7394)
• Escalate potential violations or risks (e.g., aggressive collection, misrepresentation, data leaks).
• Work with Legal, Compliance, and Operations teams to review scripts, policies, and training materials.
• Maintain audit-ready documentation for internal reviews.
• Conduct regular calibration sessions with Team Leaders to align QA scoring and coaching methods.
• Identify underperforming agents and collaborate with Training to develop targeted improvement plans.
• Provide constructive feedback and one-on-one coaching to enhance quality, accuracy, and empathy.
• Help establish a culture of continuous learning and compliance awareness.
• Prepare weekly/monthly QA reports on Collection and CS team performance.
• Track key metrics such as QA scores, complaint rates, compliance findings, and post-coaching improvement.
• Present insights and action plans to senior management.
• Use data-driven tools (Excel, Power BI, or internal dashboards) for analysis and visualization. Qualifications
• Bachelor's degree in Business Administration, Communications, Psychology, or related field.
• Minimum 3–5 years of QA experience in fintech, lending, BPO, or banking industry.
• Strong understanding of collections, customer service, and borrower experience processes.
• Familiar with Philippine lending regulations (SEC, NPC, DTI).
• Excellent communication, analytical, and coaching skills.
• Proficiency in Excel / Google Sheets; knowledge of CRM or QA monitoring systems (e.g., Talkdesk, Zendesk, Freshdesk) is a plus.