Collections Quality Assurance Officer at PalmPay

Job Description

Job Summary

• Monitor and evaluate collections interactions to ensure compliance, service quality, and operational standards while identifying coaching opportunities.

Key Responsibilities

• Review calls, chats, and emails using QA scorecards.
• Ensure compliance with company policies and regulations.
• Provide feedback and coaching to Collections Officers.
• Identify quality trends and recommend improvements.
• Prepare QA reports and maintain evaluation records.

Qualifications

• Bachelor’s Degree and 2+ years’ experience in Collections, QA, Customer Service, or Contact Centre Operations.

Skills:

• Attention to detail, communication, analytical skills, Excel, CRM systems, reporting, and coaching.