Advance Your Career as a Collections Quality Assurance Officer at PalmPay

Are you a detail-oriented professional with a passion for operational excellence? PalmPay is currently seeking a dedicated Collections Quality Assurance Officer to join our growing team. As we continue to build a robust ecosystem that provides millions of customers with unparalleled digital and financial services, we are looking for someone to help us maintain the high standards that define our brand.

The Role

In this position, you will play a critical role in ensuring that our collections processes are not only compliant with regulations but also deliver the best possible customer experience. You will serve as the bridge between operational performance and service quality, utilizing your analytical skills to drive improvement across our contact center.

Key Responsibilities

Conduct thorough reviews of customer interactions (calls, chats, and emails) using structured QA scorecards.
Ensure full compliance with all internal company policies and relevant financial regulations.
Provide actionable feedback and professional coaching to Collections Officers to enhance their performance.
Analyze quality trends to identify systemic issues and recommend meaningful operational improvements.
Manage the documentation of evaluation records and prepare comprehensive QA reports for management.

Qualifications and Skills

To be successful in this role, you should possess:

A Bachelor's Degree.
At least 2 years of proven experience in Collections, Quality Assurance, Customer Service, or Contact Centre Operations.
Strong analytical mindset with the ability to interpret data and identify patterns.
Advanced proficiency in Microsoft Excel and experience using CRM systems.
Exceptional verbal and written communication skills with a focus on coaching and development.
Unwavering attention to detail.

If you are looking to grow your career within a dynamic, fast-paced fintech environment that values innovation and excellence, we encourage you to apply today.