Job Details
Job title: Quality Assurance Specialist
Account: Telco
Work set up: On-site at Taguig
Work shift: Shifting
Salary: 35,000 - 40,000 basic / 2,000 allowance
Start date: April 17, 2026 / ASAP
Headcount: 3
Recruitment Process
Virtual initial Interview – Virtual Level 1 Interview – Onsite Final Interview in Taguig (6 pm to 8 pm schedule)
Critical Requirements
High School / SHS Graduate, Bachelor’s degree or equivalent experience is acceptable
Open for Filipinos and local applicants only
With the latest Quality Analyst experience handling Telco / Telco collections accounts for at least 2 years in a BPO setting
Compliance accuracy and documentation quality
Identification and reduction of regulatory violations
Improvement in collector performance metrics
Accuracy and consistency in call scoring
Effectiveness of feedback and coaching support
About the Role
Are you detail-oriented with a strong understanding of compliance and performance standards? Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. In this role, you will evaluate calls and account activity to ensure compliance with federal and state regulations, client standards, and company policies.
You will provide meaningful, data-driven feedback to operations and training teams to enhance productivity, call quality, compliance, and overall performance. This role plays a critical part in maintaining regulatory integrity and driving continuous improvement.
Key Responsibilities
Call Monitoring and Compliance Oversight
Monitor collection calls to ensure compliance with federal and state laws
Evaluate call techniques, messaging accuracy, and adherence to company/client standards
Document violations and initiate corrective or disciplinary actions when necessary
Log and report compliance findings accurately
Performance Evaluation & Feedback
Provide constructive feedback to operations and training teams to improve:
Call quality
Productivity
Customer service standards
Regulatory compliance
Identify performance trends and recommend improvement strategies
Participate in monthly calibration sessions to ensure scoring consistency
File Audits and Data Analysis
Conduct account file audits to ensure client work standards are met or exceeded
Collect, organize, analyze, and trend performance data
Assist in identifying operational gaps and recommending solutions
Training and Collaboration
Assist in training and developing new Quality Assurance Specialists
Partner with operations management to improve collector performance
Complete special projects as assigned by management
Minimum Qualifications
High school diploma or equivalent
1 year of office or administrative experience
Basic proficiency in Microsoft Word, Excel, and Email
Strong time management and multitasking skills
Ability to objectively evaluate and document performance
Strong verbal and written communication skills
Basic math skills, including calculating percentages
Preferred Qualifications
Associate degree
Previous Quality Assurance experience
Experience within the collections industry
Pre-screening Questions
How many years of QA experience do you have handling Telco / Telco collections in a BPO setting?
Are you willing to attend an on-site Final Interview in Taguig?
How much is your last drawn salary?
How much is your salary expectations?
Are you able to work onsite in Taguig with a shifting working schedule?
Can you start on April 17, 2026?
