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 Singapore, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Jungle 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.

Role Overview:

The Verification and Collections Quality Specialist is responsible for ensuring the accuracy, efficiency, and effectiveness of the verification and collections processes. This role involves monitoring and evaluating the performance of verification and collections teams, ensuring compliance with company policies and regulatory requirements, and providing feedback and training to improve quality and performance.

Responsibilities:

• Quality Monitoring:

• Conduct regular quality checks on verification and collections activities to ensure compliance with established standards and procedures.

• Evaluate recorded calls and other interactions to assess the quality and accuracy of the work performed by operators.

• Performance Evaluation:

• Develop and implement quality metrics and KPIs to measure the performance of verification and collections teams.

• Analyze performance data to identify trends, strengths, and areas for improvement.

• Compliance:

• Ensure all verification and collections activities adhere to company policies, industry regulations, and legal requirements.

• Stay up-to-date with relevant laws and regulations to ensure compliance.
  

• Feedback and Training:

• Provide constructive feedback to verification and collections operators based on quality assessments.

• Develop and deliver training programs to address identified gaps and enhance overall team performance.

• Process Improvement:

• Identify opportunities for process enhancements and recommend changes to improve efficiency, accuracy, and customer satisfaction.

• Collaborate with other departments to implement process improvements and ensure seamless operations.

• Reporting:

• Prepare and present regular reports on quality performance, compliance, and process improvement initiatives to management.

• Maintain detailed records of quality assessments, feedback provided, and actions taken.
  

• Customer Interaction:

• Occasionally handle complex verification and collection cases to understand the challenges faced by operator and provide firsthand solutions.

• Ensure that customer interactions are handled professionally and courteously, maintaining a positive customer experience.

• Collaboration:

• Work closely with verification and collections supervisors and managers to align quality initiatives with team goals.

• Participate in team meetings and contribute to strategic planning and decision-making.
  

Qualifications:

• Proven experience in verification, collections, or a related quality assurance role.

• Strong understanding of verification and collections processes and best practices.

• Excellent analytical skills and attention to detail.

• Proficient in using quality monitoring tools and software.

• Strong communication and interpersonal skills.

• Ability to provide effective feedback and training.

• Knowledge of relevant laws and regulations governing verification and collections.

• Ability to work independently and as part of a team.

• Must have a good understanding in Unfair Debt Collection Act and Data Privacy Act.

• Can maintain flexible availability for work hours and days. In cases of urgent tasks requiring office presence.

• Proficient in MS office (Word, Excel and PowerPoint) .

• Has a good organizational skills in managing multiple tasks.

• Ability to handle sensitive information with confidentiality.