Mystery Shopping Quality Specialist

Location: Philippines

Company

hirify.global is a fast-growing fintech company offering digital lending products and customer service solutions in the Philippines, with Philippine operations powered by Advanced Finance Solutions, Inc. and hirify.global Lending, Inc.

What you will do

• Review mystery shopping reports and supporting evidence, including audio recordings, photographs, GPS coordinates, timestamps, receipts, and other documentation.
• Evaluate POS Agent performance against operational procedures, customer service standards, sales processes, regulatory requirements, and company policies.
• Conduct quality audits of Field Collector activities, validating field visit evidence and escalating documentation gaps, operational issues, or potential fraud.
• Coach and train mystery shoppers through refresher training, calibration sessions, feedback, and updated job aids and quality guidelines.
• Coordinate mystery shopping assignments, schedules, instructions, deadlines, completion tracking, and shopper performance records.
• Prepare audit reports, compliance dashboards, and performance trend analyses while recommending corrective actions and process improvements.

Requirements

• At least 1–2 years of experience in Quality Assurance, Auditing, Customer Experience, Mystery Shopping, Retail Operations, Field Operations, Training, or a related role.
• Strong analytical, investigative, and critical thinking skills.
• Excellent attention to detail and the ability to assess compliance through audio recordings, photographs, reports, and supporting documentation.
• Strong coaching, facilitation, and communication skills.
• Ability to analyze performance trends and provide actionable recommendations.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, and Google Workspace.
• Excellent organizational and time management skills, with the ability to handle multiple projects.
• High integrity, professionalism, and confidentiality.

Nice to have

• Experience in Quality Assurance, Learning & Development, or Customer Experience.

Culture & Benefits

• Opportunity to contribute to a fast-growing fintech company focused on financial inclusion and accessible digital lending products.
• Work with Operations, Quality Assurance, Training, and Management teams to improve customer experience outcomes.
• Contribute to a promising international company backed by Breeze Ventures, a fintech company based in Bahrain.