About this role
<p><strong>Be #InGoodHands with Metrobank!</strong></p> <p>Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!</p> <p> </p> <p><strong>Position Title: </strong> Collections Quality Control Specialist</p> <p> </p> <p><strong>Job Summary:</strong></p> <p>The position is responsible for conducting various quality assurance (QA) tests for Collections Department. The Quality Control Specialist is responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution. He/She shall assist in performing internal audit in the department, including collection agencies, and assist in the implementation of different QA test procedures.</p> <p> </p> <p><strong>Specific Duties & Responsibilities</strong></p> <ul> <li>Conducts Day-2 reviews and accuracy checks on the different collection processes in compliance with approved policies and procedures and quality standards</li> <li>Assists in performing QA test procedures and internal audit to all units of the department as well as to all collection agencies</li> <li>Performs random checking on call monitoring process done by Collection Officers</li> <li>Keeps himself/herself updated with applicable new policies and processes</li> <li>Assists in handling the department’s Centralized Complaint System, conducts investigation, prepares letters and performs call-outs to clients. Review and coordinate with concerned units on the resolution of collection complaints with supervision of QA Officer.</li> <li>Ensures that all assigned review activities are done within TAT, agency visits are done within schedule and all errors/findings are reported promptly</li> <li>Monitors and ensure prompt resolution of reported errors through coordination with various units</li> <li>Generates daily and monthly reports on review results and audit findings</li> <li>Recommends action steps to be done to resolve an issue or improve processes</li> <li>Recommends effective strategies which will result to improved quality/accuracy, lower operations cost, service improvement and customer satisfaction</li> <li>Conducts of side-by-side call monitoring with the in-house agents at least one per quarter</li> <li>Provide observation to the training officer</li> <li>Document call monitoring results</li> <li>Provides inputs to annual business review of collection agencies to assist in contract renewal evaluation</li> </ul> <ul> <li>Escalates to immediate supervisor any error or issues that may result to bank risk</li> <li>Performs back up functions to ensure that the team’s review standard turn around time is met</li> <li>Performs other functions that may be assigned from time to time by the immediate supervisor.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>Bachelor’s degree holder; preferably graduate of business course</li> <li>At least 2 years of experience in Collections; preferably handling self-assessment tests or quality assurance and training. Preferably with experience as a Collector</li> <li>Knowledge on collection system and policies/procedures is an advantage</li> </ul> <p> </p> <p><strong>Other Details:</strong></p> <p><strong>Rank:</strong> Rank and File</p> <p><strong>Unit:</strong> Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division / Collections Support Department</p> <p><strong>Location:</strong> Metropark, Pasay</p>