About the company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Bahrain, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Skyro Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Responsibilities:

1. Mystery Shopping Audit and Evaluation (Primary Responsibility)

• Review and evaluate mystery shopping reports for accuracy, completeness, and compliance with established company standards and project guidelines.

• Audit audio recordings, photographs, GPS coordinates, timestamps, receipts, and other supporting documents to validate the authenticity and quality of mystery shopping activities.

• Assess whether mystery shoppers properly executed assigned scenarios, followed evaluation guidelines, and provided objective and evidence-based observations.

• Identify discrepancies, incomplete reports, inconsistencies, or potential fraudulent submissions and recommend appropriate corrective actions.

2. POS Agent Compliance Evaluation

• Evaluate the performance and compliance of Point-of-Sale (POS) Agents based on mystery shopping results.

• Assess adherence to operational procedures, customer service standards, sales processes, regulatory requirements, and company policies.

• Identify performance gaps, compliance issues, and opportunities for improvement among POS Agents.

• Provide accurate evaluation findings that support operational performance reviews and continuous improvement initiatives.

3. Coaching and Training

• Conduct coaching sessions with mystery shoppers to improve the quality, consistency, and accuracy of their evaluations based on audit findings.

• Deliver refresher training, calibration sessions, and coaching to reinforce mystery shopping standards, evaluation criteria, and reporting requirements.

• Provide constructive feedback to mystery shoppers to enhance observation skills, documentation quality, and compliance with project guidelines.

• Support the development of training materials, job aids, and quality guidelines for mystery shoppers.

• Participate in calibration exercises with internal stakeholders to ensure consistent evaluation standards.

4. Mystery Shopping Coordination

• Assign mystery shopping visits to designated branches or store locations based on project requirements, geographic coverage, shopper availability, and operational priorities.

• Coordinate assignment schedules, evaluation instructions, and submission timelines with mystery shoppers.

• Monitor assignment completion and ensure reports are submitted within the required turnaround time.

• Maintain accurate records of assignments, audit status, and mystery shopper performance.

5. Field Operations Audit (Secondary Responsibility)

• Conduct quality audits of Field Collector activities as assigned.

• Review field visit evidence, including photographs, GPS locations, timestamps, and visit documentation, to validate compliance with company policies and operational standards.

• Identify documentation gaps, operational issues, or potential fraudulent activities and escalate findings when appropriate.

6. Reporting, Analysis, and Continuous Improvement

• Prepare audit reports, compliance dashboards, and performance trend analyses for management.

• Identify recurring quality issues affecting mystery shoppers and POS Agents and recommend process improvements.

• Maintain accurate audit documentation and performance records.

• Collaborate with Operations, Quality Assurance, Training, and Management teams to implement corrective actions and improve customer experience outcomes.

• Assist in developing and updating audit standards, evaluation forms, coaching materials, and quality guidelines.

Qualifications:

• At least 1–2 years of experience in Quality Assurance, Auditing, Customer Experience, Mystery Shopping, Retail Operations, Field Operations, Training, or a related role.

• Strong analytical, investigative, and critical thinking skills.

• Excellent attention to detail with the ability to assess compliance through audio recordings, photographs, reports, and supporting documentation.

• Strong coaching, facilitation, and communication skills.

• Ability to analyze performance trends and provide actionable recommendations.

• Proficient in Microsoft Office applications (Excel, Word, PowerPoint) and Google Workspace.

• Excellent organizational and time management skills with the ability to handle multiple projects.

• High level of integrity, professionalism, and confidentiality.

• Experience in Quality Assurance, Learning & Development, or Customer Experience is an advantage.