Senior Quality Assurance Associate Complaints

Quality Assurance

Our Mission

Our goal is for everyone to make bolder choices with their finances.

To get there, were creating an all-in-one ecosystem of financial services for todays generation of goal-getters. That feat takes extraordinary people-those with the guts to challenge the way things are and transform them into something better.

To be part of Team Maya is to be Bolder for Better.

Description

Overview:

The Senior Quality Assurance Complaint Associate for Credit Operations manages customer complaints related to credit products from intake to resolution. The role ensures timely, fair, and compliant investigations and outcomes, maintains clear communication with customers, escalates complex cases when needed, and helps protect customer trust while reducing regulatory and operational risk.

What You Will Do

• Acts as the primary point of contact for credit-related customer complaints and ensures timely logging and acknowledgment
• Conducts thorough investigations by reviewing account activity, documentation, and transaction history
• Coordinates with internal teams to validate findings, identify root causes, and agree on corrective actions
• Provides clear, accurate, and customer-focused written and verbal resolutions
• Ensures all resolutions comply with regulatory requirements, internal policies, and consumer protection standards
• Tracks complaints to ensure timely resolution within agreed SLAs and regulatory timelines
• Analyzes complaint trends to identify recurring issues and recommend process improvements
• Maintains complete, accurate, and audit-ready complaint records
• Supports regulatory reporting, audits, and remediation activities related to complaints
  
  

What We Are Looking For

• Bachelors degree in business, Finance, Accounting, or a related field (preferred)
• 1–3 years’ experience in credit operations, complaints handling, or customer service within financial services
• Experience in regulated environments is an advantage
  
  

About Us

Maya is the all-in-one money platform that is bringing Filipinos bolder ways to master their money. It is powered by a unique integrated financial services ecosystem that addresses the ever-evolving needs of today’s generation of money makers through cutting edge technology. 

We lead millions of Filipinos — consumers, businesses, communities, and government agencies alike — into a version of the current digital economy that’s more inclusive, transparent, and empowering than ever. 

We are powered by the countrys only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services. 

Maya Bank, Inc. and Maya Philippines, Inc. are regulated by the Bangko Sentral ng Pilipinas. https://www.bsp.gov.ph/

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