Role Overview

The Quality Assurance & Compliance Supervisor supports the QA & Compliance Manager in ensuring that all collection activities meet internal standards, client expectations, and applicable Philippine regulations. The role focuses on supervising daily QA and compliance activities, maintaining audit accuracy, reinforcing adherence to policies, and driving continuous improvement across both desk and field operations.

Key Responsibilities

• Supervise and guide the QA and Compliance team in the execution of audits and daily compliance checks.
• Support the QA & Compliance Manager in implementing quality assurance frameworks, policies, and audit standards.
• Conduct regular audits of collection calls, field activities, and documentation to ensure accuracy and compliance.
• Ensure adherence to Philippine regulations, including those governed by the Bangko Sentral ng Pilipinas (BSP); National Privacy Commission (NPC) under the Data Privacy Act; and other relevant laws such as the Fair Debt Collection Practices Act (Philippines context), where applicable, as well as client-specific compliance requirements. Provide refresher training if the need arises.
• Identify process gaps, audit findings, and compliance risks; recommend and implement corrective and preventive actions.
• Conduct calibration sessions with Operations, Training, and Client stakeholders to ensure consistency in QA scoring and compliance interpretation.
• Review QA scorecards, compliance reports, and performance trends.
• Assist in incident investigations, compliance breach reviews, and documentation of findings and resolutions.
• Drive continuous improvement initiatives, including process enhancements, quality standards, and Kaizen activities.
• Provide coaching and feedback to agents and teams based on QA findings to improve performance and compliance adherence..