QA Manager

Overview

The Quality Assurance (QA) Manager is responsible for maintaining service excellence and regulatory compliance within the Collection and Customer Service (CS) departments of an online lending platform. This role ensures that all borrower interactions via call, chat, or email meet company quality standards, comply with Philippine regulations (SEC, NPC, BSP, DTI, and applicable lending laws), and reflect the brand's values of fairness, transparency, and professionalism.

Key Responsibilities

• Develop and oversee the implementation of comprehensive quality assurance strategies and testing plans.
• Manage a team of QA analysts and engineers, providing guidance, mentorship and support to ensure high standards of work.
• Collaborate closely with development, operations and business teams.
• Develop, implement, and maintain QA frameworks for Collection and CS operations.
• Conduct daily call and chat monitoring to ...