Call Quality Senior Manager

Job Purpose

As the Call Quality Control Unit Manager, supervise and control the monitoring and audit processes of debt management for both in-house and outsourced teams. Your core focus will be providing corrective and preventive measures to avoid customer complaints, ensuring strict compliance with laws and regulations, and advising teams on problem-solving and process improvement. Additionally, you will initiate efficient training methods and knowledge-sharing sessions to ensure clear understanding across all related parties.

Key Responsibilities

• Compliance & Audit Control: Supervise and audit debt management processes (in-house & outsource) to ensure 100% compliance with related laws and BOT/OCPB and Debt Collection Act regulations.
• Complaint & Risk Management: Analyze non-compliance actions, track customer complaints, and implement effective corrective and preventive measures.
• Training & Development: Update the team on new regulations, analyze operational impacts, and develop training materials to minimize operational errors.
• Reporting: Prepare, modify, and integrate performance and compliance reports for management review.

Qualifications

1. Bachelor’s degree in Legal or related fields
2. At least 5-6 years of experience in Collections, Call Quality Control or Operational Audit.
3. Experience in Financial or Banking is preferred.
4. Team management, Analytical skills
5. High initiative, energetic, and result-oriented
6. Competent in English communication, both speaking and writing

Remark: The Company requires to check and collect criminal record & NCB of candidates of this position