Assistant QC Desk Collection Manager

Kredivo Group; Jakarta Pusat; On-site; IDR 90,000,000 - 150,000,000; Full time

Job summary

Kredivo Group is seeking a detail-oriented Quality Control Supervisor to lead Desk Agents & Collection Automation monitoring in our fintech operations in Jakarta. You will ensure adherence to procedures, SOPs and work standards, and drive performance improvements across channels.

Responsibilities include evaluating violations, overseeing sanction processes, coaching the team, and coordinating with other departments to ensure compliant, efficient operations in an AI-driven environment.

Qualifications

• Experience in collecting quality, compliance and audit within financial services.
• Ability to analyse quality performance data and identify root causes.
• Experience developing quality monitoring frameworks and SOPs.

Responsibilities

• Ensure QC monitoring activities for Desk Agents & Collection Automation align with procedures, policies, SOPs, and standards.
• Evaluate violations identified by QC and escalate for corrective action.
• Evaluate sanctions and submit requests in line with procedures.
• Manage collection scripts across channels for consistency and compliance.
• Lead testing of system-based QC processes and provide vendor feedback.
• Monitor productivity, analyze KPI gaps, and craft improvement plans.
• Coordinate with other departments to resolve issues and ensure smooth operations.
• Review team performance and provide progress updates to the Manager.
• Provide coaching and guidance to enhance team competencies.
• Support the Manager in strategy implementation and overall departmental performance.

Skills

Quality control

Supervisory

Regulatory compliance

Stakeholder management

Audit coordination

Education

Bachelor degree

Job description

• Ensure that quality control monitoring activities for Desk Agents & Collection Automation are conducted in accordance with applicable procedures, policies, SOPs, and established work standards
• Evaluate violations or findings identified by the Quality Control team and escape them to the relevant departments for corrective action
• Evaluate violation sanctions proposed by QC Agents and submit requests for sanction issuance in accordance with established procedures and applicable policies
• Manage and evaluate collection scripts used across automated channels and by Desk Agents to ensure consistency, effectiveness, and compliance with applicable standards
• Lead the testing of system-based Quality Control processes and provide feedback to vendors for next improvement
• Monitor team member productivity and KPI achievement, analyse performance gaps, and develop improvement plans
• Coordinate with other departments to resolve issues and ensure smooth business operations, in terms of both operational aspects and compliance
• Review team performance, analyse results, and provide work progress updates to the Manager
• Provide coaching, feedback, and guidance to enhance team members' competencies and development
• Support the Manager in strategy implementation, decision-making, and improving overall departmental performance

About you

• Minimum Bachelor degree in any field
• Previous experience in a supervisory role minimum 2 years or Assistant Manager role is preferred
• Experience in collection quality, compliance, legal, within the banking or fintech industry, or other financial services
• Good understanding and experience developing quality monitoring framework, processes, guidelines and collection SOPs
• Ability to analyse quality performance data, identify root causes, and develop corrective action plans
• Experience in managing compliance findings, corrective action plans, and remediation monitoring
• Familiarity with regulatory reporting, compliance documentation, and audit coordination
• Effective communication, stakeholder management, and cross-functional coordination skills
• Comfortable working in an AI-driven environment