Collections Quality Control Manager (BGC, Taguig) | Onsite

Work Set-up: Full Onsite Work Location: BGC, Taguig Start Date: ASAP The Collections Quality Control Manager is responsible for overseeing training, quality assurance, performance monitoring, and compliance for both Desk and Field Collections teams. The role combines end-to-end responsibility for training development, quality audits, coaching, risk identification, and regulatory adherence, ensuring consistent, ethical, and effective collection operations across all channels. The role serves as a key partner to Operations, Risk, Legal, Compliance, and HR, ensuring that collection activities align with company policies, regulatory requirements, and approved KPIs. Qualifications & Requirements - Bachelor's degree or equivalent professional qualification. - Minimum Diploma may be considered for candidates with strong and relevant QC experience. - At least 5 years of experience in collections training, quality assurance, quality control, or supervisory roles. - Strong experience in: Training needs analysis, Curriculum/training development, Quality audits, Performance evaluation and Case and call reviews - Strong analytical, decision-making, and problem-solving skills. - Strong communication skills in English, both written and verbal. - High attention to detail and accountability. - High integrity and professionalism in enforcing standards and compliance. - Ability to work in a fast-paced and continuously changing environment. Strongly Preferred - Experience handling both Desk Collections and Field Collections. - Experience in a financing company, lending company, bank, fintech, or related financial-services environment. - Knowledge of collection ethics, customer treatment, consumer protection, and data privacy. - Experience developing and delivering collections training programs. - Experience managing or supervising a QC/QA or training team. - Familiarity with CRM, LMS, or collections management systems Key Responsibilities A. Training & Capability Development – Desk and Field - Analyze training needs based on competency gaps, performance data, audit findings, business changes, and field/desk observations. - Design, develop, and deliver onboarding, refresher, and advanced training programs for Desk and Field Collection agents. - Develop, maintain, and update training materials, including modules, presentations, SOPs, work guidelines, scripts, and job aids. - Support the end-to-end onboarding process for new hires for both Field and Desk Collections, ensuring readiness before live deployment. - Conduct regular refresher training covering collection policies, customer treatment, compliance requirements, and ethical standards. B. Quality Control & Performance Monitoring - Conduct quality audits, including: Call monitoring for Desk Collections, Field visit validations, Documentation checks and Case reviews - Evaluate agent performance against quality standards, KPIs, behavioral expectations, and compliance requirements. - Identify policy violations, process gaps, behavioral risks, and operational weaknesses. - Recommend appropriate corrective and preventive actions. - Provide coaching and corrective feedback to Desk and Field agents, QC Team Leaders, and Supervisors. C. Compliance, Risk & Reporting - Ensure Desk and Field Collection activities comply with company policies, customer treatment standards, and applicable regulatory requirements. - Partner with Risk, Legal, and Compliance teams to identify trends, emerging risks, and preventive controls. - Prepare and present regular management reports covering: Training activities and completion rates, Quality audit results and trends, Compliance risks and behavioral issues and Performance improvement outcomes - Support internal and external audits by providing documentation, findings, and corrective-action tracking.