QA Collection

Responsibilities:

• Monitor and evaluate Collection agents’ calls, chats, and customer interactions to ensure compliance with company SOPs and quality standards.
• Conduct regular quality assessments and scoring based on established QA guidelines and collection KPIs.
• Identify process gaps, compliance issues, and areas for improvement in Collection activities.
• Provide constructive feedback and coaching recommendations to Collection agents and Team Leaders.
• Conduct root cause analysis on recurring quality issues and recommend corrective actions.
• Ensure Collection activities comply with internal policies, ethical collection practices, and applicable OJK regulations.
• Prepare and maintain daily/weekly/monthly QA reports and performance analysis.
• Track QA findings and follow up on corrective and preventive actions (CAPA).
• Collaborate with Collection Operations, Training, Compliance, and Risk teams to improve collection quality and customer experience.
• Support the development and improvement of QA scorecards, monitoring guidelines, SOPs, and quality standards.
• Identify trends from QA results and provide data-driven recommendations to improve Collection performance and operational effectiveness.
• Participate in calibration sessions with relevant stakeholders to ensure consistent quality scoring.

Job Requirements

• Bachelor’s degree in Management, Business, Finance, Communication, or a related field.
• Minimum 1–2 years of experience in QA, Collection, Call Center, or Customer Service Quality Assurance.
• Experience in fintech, P2P lending, digital banking, multifinance, or financial services is highly preferred.
• Strong understanding of Collection processes, negotiation techniques, and customer handling.
• Experience evaluating collection calls, chats, or customer interactions.
• Familiar with QA scoring, monitoring, root cause analysis, and performance reporting.
• Good knowledge of SOP and compliance standards, preferably including OJK-related collection requirements.
• Proficient in Microsoft Excel/Google Sheets and comfortable working with operational data.
• Strong analytical, communication, and problem-solving skills.
• Detail-oriented with the ability to identify discrepancies and process gaps.
• Able to work independently and collaborate effectively with cross-functional teams.
• Willing to work fully WFO, Monday–Friday, 9:00 AM–6:00 PM.