Payment Quality Assurance

Monee; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading quality assurance firm in Jakarta is looking for a Quality Assurance Specialist to manage the collection process and support the customer service team. The candidate should have at least a bachelor's degree and 1 year of experience in QA, along with strong analytical and communication skills. This role involves performance analysis, report generation, and providing coaching to agents.

Qualifications

• Minimum bachelor's degree from any major.
• Experience in collection knowledge is a plus.
• At least 1 year of working experience as QA.

Responsibilities

• Check collection process and ensure compliance with SOP.
• Analyze agents' job performance and recommend actions.
• Provide reports on quality scores of agents.

Skills

Analytical thinking

Problem solving

Good communication

Teamwork

Adaptability

Agility

Education

Bachelor's degree

Tools

Ms. Office (Excel, Word, PowerPoint)

Job description

Job Description

• Checking collection process and customer service team and makesure suitable with SOP
• Finding the issue and create report defect of collection process
• Take recording/data sampling from agents.
• Analyze and evaluate agents' job performance based on data and recommend action.
• Provide reports related to the quality score of all agents routinely.
• Provide treatment for agents (coaching/observation).
• Regular calibration with QA team, trainers and team leads.
• Regular briefing with other stakeholders.
• Handle ad hoc QA related works.
• Carry out an investigation task if required and analyze findings.

Requirements

• Minimal bachelor degree from any major.
• Having Collection knowledge is a plus.
• Min. 1 year of working exp as QA.
• Able to operate Ms. Office (Ms. Excel, Ms. Word, Ms. Power Point).
• Strong analytical thinking and problem solving skills.
• Good communication skills.
• Good teamwork, adaptability, and agility.