Field Collections Quality Control Officer(Office Based)

• Position Title: Field Collections Quality Control Officer (office based/remote)
• Department: Field Collections
• Reports To: Head of Field Collections / Field Collections Supervisor
• Location: Office-Based/ Field-Based
• Employment Type: Full-Time

2. Purpose of the Role

You will make sure we find the customers our field officers couldn't, and that field visits are recorded accurately. You will work in two areas:

Skip tracing: locating customers who were not found at their address.

Quality control: reviewing visits closed by field officers.

3. Key Responsibilities

Skip tracing

Work the queue of active skip trace cases. These are customers whom a field officer visited and could not find, and who got no useful information from the barangay officer.

Review the visit history, comments and photos to understand why the visit failed.

Search internal systems (CIF, applications, other products, contacts and references, payment history) and permitted online sources for the customer's current address.

Record the result in the Retool skip trace interface, using one of three outcomes: found in the same zone, found in a different zone, or failed (no information).

Enter new addresses strictly by our address rules. If the zone changes, enter the correct Zone ID.

Meet turnaround targets and keep a clear record of what was searched, so every result can be reviewed.

Quality control

Review a sample of visits closed by field officers each week. Cover all officers, with extra attention to new officers and high-risk outcomes.

Check that all required fields are filled in and that comments are meaningful (who was contacted, what was promised, the reason for refusal, promise-to-pay date and amount).

Check that the right photos are uploaded: the correct customer and address, and not reused or irrelevant images.

Check that the visit result matches the facts (comments, photos, location and time on site).

Score visits against the QC checklist and give feedback to field officers and supervisors.

Escalate suspected fraud or repeated violations to supervisors.

Report weekly on defect rates by officer and zone, and flag recurring problems in addresses, zones or reference data.

4. Minimum Qualifications

1+ years in collections, skip tracing, fraud or risk investigation, QC, or a similar analytical role. We will consider candidates from other fields if the skills match.

Strong attention to detail and the ability to spot inconsistencies in records, photos and addresses.

Good knowledge of Philippine addresses (province, municipality, barangay). Familiarity with the local geography is a plus.

Confident online research skills (social media, public sources) with respect for data privacy rules.

Comfortable with web tools and spreadsheets. Basic SQL is a plus.

Clear written English and Filipino/Tagalog. Professional phone communication is a plus.

Organized and self-driven: you can balance a queue with deadlines against scheduled review work.

High integrity: you will handle sensitive customer data.

Nice to have

Experience in lending or microfinance collections.

Experience reviewing photo or geolocation evidence.

Knowledge of data protection and fair collection practices in the Philippines.

5. How success is measured

Share of skip trace cases resolved with a verified address, and the time to resolve them.

Share of found customers who go on to pay.

Defect rate in reviewed visits, and how it changes over time.

Salary and Incentives:

Location: Preferably Taguig or near our Head office. Amenable to travel w/ own motorcycle.