Quality Assurance and Compliance Specialist

Responsibilities:
- Monitor and evaluate recorded collection calls across client and internal AMG portfolios
- Score calls using client-approved scorecards and AMG internal call scorecards
- Review calls for compliance, customer handling, negotiation quality, payment demand, PTP quality, and proper collection conduct
- Identify scorecard failures, compliance breaches, poor call handling, and high-risk collection practices
- Support client compliance reviews, complaint reviews, and audit requirements
- Help deliver Section 18 Collection Practices training and compliance refreshers
- Prepare QA reports and highlight trends, defects, risks, and coaching opportunities
- Support call calibrations with Operations, Training, Compliance, and client teams
- Review complaints, escalated calls, and sensitive cases when required
- Provide clear feedback to team leaders, trainers, and operations managers
- Support improvements to scripts, talk-offs, call handling, and collection processes
- Work with AI-based call monitoring tools and validate automated call assessments where applicable

Qualifications:

Must-Have
- Previous experience in QA, compliance, call monitoring, or quality control
- Experience monitoring and scoring recorded calls for credit, collections, lending, or debt recovery accounts
- Experience with financial services, fintech, banking, BPO, or debt collection operations
- Familiarity with client call scorecards and internal QA scorecards
- Good understanding of collection calls, payment negotiation, debtor handling, and PTP quality
- Understanding of client compliance requirements and collection conduct standards
- Ability to support Section 18 Collection Practices training
- Ability to identify compliance risks and poor collection practices
- Strong attention to detail
- Good communication and reporting skills
- Ability to give clear and practical feedback
- Ability to apply scoring criteria fairly, consistently, and accurately

Strong Advantage
- Experience in a financial institution, BPO, fintech, lending company, or local debt collection agency
- Experience with AI-based call monitoring, speech analytics, or automated QA tools
- Experience with client audits, calibration sessions, complaint reviews, or compliance investigations
- Familiarity with Philippine collections and data privacy requirements
- Strong Excel and QA reporting skills
- Experience delivering compliance, collections conduct, or Section 18-related training