QC Staff (For Collection)

PT Dana Pinjaman Inklusif; Jakarta Pusat; In loco; IDR 144.000.000 - 288.000.000; Tempo pieno

Descrizione del lavoro

PT Dana Pinjaman Inklusif seeks a Quality Control Specialist to oversee the Collection Department’s call monitoring, quality audits, and performance reporting. You will ensure adherence to SOPs and OJK rules while coaching agents to improve service quality and collection results.

The role requires 1 year of QC staff experience in desk collection, strong English and Bahasa Indonesia skills, and proficiency with call monitoring tools, CRM systems, and Excel.

Competenze

• Bachelor’s degree (S1) in any major is required.
• Minimum 1 year of experience as a QC Staff in Desk Collection, preferably in fintech/PNP lending.
• Strong knowledge of OJK regulations, especially ethical collection practices and consumer protection.
• Excellent verbal and written communication in English and Bahasa Indonesia.
• Proficiency in call monitoring systems, CRM platforms, and Microsoft Excel.

Mansioni

• Conduct call monitoring, quality audits, and performance reporting for the Collection Department.
• Ensure collection agents comply with internal SOPs and OJK regulations, including ethical collection practices and consumer protection requirements.
• Perform regular call listening and quality evaluations, assign quality scores, and prepare analytical reports.
• Provide coaching and constructive feedback based on quality control findings to improve service quality, collection performance, and compliance.
• Identify performance gaps and recommend corrective actions and process improvements.
• Collaborate with Collection, Compliance, and Training teams to address performance issues and drive continuous improvement.
• Maintain accurate quality evaluation records and communicate key findings to relevant stakeholders.

Conoscenze

English

Bahasa Indonesia

Formazione

Bachelor's degree (S1) in any major

Strumenti

Call monitoring systems

CRM platforms

Excel

Descrizione del lavoro

As a Quality Control Specialist, you will help ensure the Collection Department delivers consistent, compliant, and high-quality customer interactions. You will monitor collection calls, evaluate agent performance, and use data-driven insights to strengthen service quality, collection effectiveness, and adherence to OJK regulations.

Key responsibilities

Conduct call monitoring, quality audits, and performance reporting for the Collection Department.

Ensure collection agents comply with internal SOPs and applicable OJK regulations, including ethical collection practices and consumer protection requirements.

Perform regular call listening and quality evaluations, assign quality scores, and prepare analytical reports.

Provide coaching and constructive feedback based on quality control findings to improve service quality, collection performance, and compliance.

Identify performance gaps and recommend corrective actions and process improvements.

Collaborate with Collection, Compliance, and Training teams to address performance issues and drive continuous improvement.

Maintain accurate quality evaluation records and communicate key findings to relevant stakeholders.

What we're looking for

Bachelor’s degree (S1) in any major.

Minimum 1 year of experience as a QC Staff in Desk Collection, preferably within a P2P lending or fintech company.

Strong knowledge of OJK regulations, particularly ethical collection practices and consumer protection.

Excellent verbal and written communication skills in English and Bahasa Indonesia.

Strong analytical, reporting, and problem-solving skills with high attention to detail.

High integrity, objectivity, and professionalism in evaluating collection performance.

Proficiency in call monitoring systems, CRM platforms, and Microsoft Office, especially Excel.