Job title: Quality Assurance | Banking, Financial Services, and Insurance (BFSI)

Gratitude Inc

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1 day ago

Job title: Quality Assurance | Banking, Financial Services, and Insurance (BFSI)

3-9 Year(s)

25 - 35 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Banking Quality assurance BFSI bachelors degree Billing error dispute processing

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Account: Financial / Credit Card
Location: Taguig (On-site)

Job Overview

We are looking for a detail-oriented Quality Assurance professional with strong BFSI and credit card experience to ensure high-quality service delivery and strict regulatory compliance across credit card operations. The role involves conducting quality audits, analyzing performance trends, supporting training initiatives, and driving continuous process improvements.

Critical Requirements

Bachelor’s degree or equivalent professional experience
Minimum 2 years’ experience as a QA in a BPO environment
At least 3 years of experience in Banking / Credit and Collections operations
Strong working knowledge of FCRA, FDCPA, PCI-DSS, and card network rules
Proven experience conducting audits across multiple credit card functions
Willing to work on-site in Taguig on a shifting schedule

Required Skills & Experience

Strong understanding of Quality Management principles and best practices
Ability to manage multiple processes simultaneously
Experience working under strict deadlines in a fast-paced BPO environment
Proficiency in MS Excel and quality reporting
Experience in identity theft investigations
Experience supporting portfolio scrubs
Experience in billing error dispute processing
Strong analytical, communication, and stakeholder collaboration skills

Roles and Responsibilities

Conduct regular quality audits of customer interactions across phone, email, and chat channels.
Evaluate interactions against established quality standards, KPIs, and best practices.
Audit compliance with FCRA, FDCPA, PCI-DSS, card network rules, and data privacy/security regulations.
Perform specialized audits, including:
- Collections: FDCPA compliance and negotiation effectiveness
- Disputes / Chargebacks: Documentation accuracy and card network compliance
- Fraud Investigations: Adherence to investigation protocols
- Credit Bureau Disputes: Timeliness, accuracy, and documentation quality
Analyze quality trends, identify root causes, and prepare detailed reports with actionable recommendations.
Provide constructive feedback and coaching to agents; support Team Leads with targeted training initiatives.
Identify process improvement opportunities and document best practices.
Track and escalate compliance violations and regulatory concerns to Management and Compliance teams.
Participate in training sessions, develop job aids, and support new hire onboarding.
Maintain complete and accurate audit documentation in line with compliance and retention requirements.

Role

Financial Management

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Banking / Financial Services

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