AVP Collection Quality Assurance

Talent Hunts Indonesia; Jakarta Selatan; On-site; IDR 738.552.000 - 1.148.860.000; Full time

Job summary

A leading quality assurance firm in Jakarta is seeking a Quality Management professional to oversee quality in the collections department. The ideal candidate will have over 8 years of experience in managing call center quality and possess strong analytical, planning, and communication skills. This role requires a proactive leader capable of driving team performance and customer satisfaction.

Qualifications

• At least 8 years of experience in call center quality management, managing large teams.
• Strong analytical, planning, and problem-solving skills.
• Decent English communication is mandatory.

Responsibilities

• Drive the Quality Awareness culture.
• Design and implement an effective quality management system.
• Manage the performance and development activities of the department.

Skills

Account Receivable

Account Recovery

Collection Quality Assurance

Education

Bachelor's Degree or above

Job description

This position manages quality in collections department to ensure adherence to the laid procedure, high level of customer satisfaction and continuous improvement of business results.

Responsibilities :

• To drive the Quality Awareness culture.
• Design and implement an effective quality management system within the collections organization, in line with organizational business objectives and monitor its continual improvement.
• Build and maintain an adequate departmental structure and staffing in line with the quality and business objectives.
• Plan and manage the overall affairs of the Quality Management Department, including budgeting, staffing, monitoring, etc.
• Plan, manage and be responsible for the performance of the department, as also their skills building and career development activities.
• Organize, manage and impart appropriate training on quality practices and processes to ensure adherence to the SOP and bringing in continuous improvement.
• Ensure timely resolution of quality related issues.
• Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts.
• Driving customer satisfaction and quality by the use of improvements to business processes / procedures.

Requirements:

• Candidate must possess at least a Bachelor's Degree, Master's Degree / Post Graduate Degree, any field.
• At least 8 year(s) experience in call center quality professional with experience in managing large teams.
• Experience in field will be an added advantage.
• Structured, logical, and driven person.
• Strong analytical and planning skills.
• Good communication and presentation skills.
• Excellent problem-solving skills.
• Decent English communication is mandatory.

• Candidate must possess at least a Bachelor's Degree, Master's Degree / Post Graduate Degree, any field.
• At least 8 year(s) experience in call center quality professional with experience in managing large teams.
• Experience in field will be an added advantage.
• Structured, logical, and driven person.
• Strong analytical and planning skills.
• Good communication and presentation skills.
• Excellent problem-solving skills.
• Decent English communication is mandatory.

Additional Information/Inquiries:

• This position will be reporting to the Head of Collection (Expatriate from India).
• This position will be handling two Managers (Call Centre Manager and Field Manager).
• Strong command of English professional proficiency is a MUST.
• QA experience in call services is a MUST .
• This position will requires a very strong personality (e.g. would be able to manage, push, and develop the team).
• The total headcounts in the Quality Assurance Division is around 60 -70 headcounts.
• This position will be place at the Head Office (Plaza Oleos, South Jakarta).

Required Skills:

Account Receivable Account Recovery Collection Quality Assurance