Quality Assurance Lead (Operation)

PT Bank CTBC Indonesia; Jakarta Selatan; On-site; IDR 260,000,000 - 420,000,000; Full time

Job summary

PT Bank CTBC Indonesia invites applications for a Quality Assurance Lead responsible for leading QA across Branch Service and Operations Back Office, ensuring processes align with internal policies, procedures, working manuals and regulatory requirements.

You will develop QA framework, assessment plans, risk-based scoring, review results, and drive corrective actions, continuous improvement, and leadership of the QA team, delivering independent assurance to Operations Management on control

Qualifications

• Lead and oversee QA assessments across Branch Service and Operations Back Office.
• Develop and maintain QA framework, assessment plan and risk-based methodology.
• Provide independent assurance on controls and service quality and lead QA team.

Responsibilities

• Develop, maintain and improve the QA framework, standards, methodology and procedures for Branch Service and Operations Back Office.
• Lead QA assessments to ensure consistency, objectivity and alignment with approved methodology.
• Prepare QA dashboard and management reporting with findings, risk ratings and trends.
• Monitor and escalate overdue or recurring corrective actions; validate closure with evidence.
• Identify opportunities for automation, standardization and control enhancement based on QA findings.
• Supervise and develop QA Officers to ensure quality and professional standards.

Skills

QA leadership

Quality Assurance

Risk assessment

Process improvement

Compliance

Job description

The Quality Assurance Lead is responsible for leading and overseeing the Quality Assurance function across Branch Service and Operations Back Office activities. The role ensures that operational processes are performed in accordance with internal policies, procedures, working manuals, regulatory requirements and established quality standards.

The QA Lead is responsible for developing and maintaining the QA framework, assessment methodology, risk-based assessment plan, scoring and rating standards, as well as reviewing assessment results, identifying systemic issues and operational risks, and driving corrective actions and continuous improvement.

The role also provides independent and objective assurance to Operations Management regarding the effectiveness of operational controls, process adherence and service quality, while leading and developing the QA team.

Key responsibilities

QA Framework & Methodology

Develop, maintain and continuously improve the Quality Assurance framework, standards, methodology and working procedures covering Branch Service and Operations Back Office activities.

Develop the annual and periodic QA assessment plan based on operational risk, process criticality, historical findings, incidents, complaints, regulatory requirements and business/process changes.

Ensure QA methodology remains aligned with internal policies, regulatory requirements, operational risk principles and changes in business processes.

Establish appropriate standards for QA working papers, evidence requirements, documentation and assessment conclusions.

QA Assessment & Review

Lead and oversee QA assessments to ensure assessments are performed consistently, objectively and in accordance with approved methodology.

Ensure findings are appropriately classified according to their severity, risk impact, recurrence and control weakness.

Analyze root causes to distinguish between individual errors, process weaknesses, inadequate controls and systemic issues.

Identify potential operational risk implications arising from QA findings.

QA Reporting & Management Information

Prepare QA dashboard and management reporting covering assessment results, key findings, risk ratings, recurring issues, overdue actions and emerging trends.

Ensure QA reporting is accurate, timely, consistent and supported by adequate evidence.

Ensure QA activities and assessment results are properly documented and readily available for management, audit and regulatory review.

Corrective Action & Issue Follow-Up

Monitor overdue, recurring or ineffective corrective actions and elevate them to the appropriate management level.

Validate closure of significant findings based on adequate evidence.

Track recurring findings to identify opportunities for broader process or control improvement.

Process Improvement & Operational Excellence

Identify opportunities to improve process effectiveness, operational efficiency, service quality and internal controls based on QA results.

Collaborate with Operations and relevant stakeholders to develop sustainable process improvements.

Identify opportunities for automation, standardization and control enhancement based on recurring QA findings.

Lead, supervise and develop QA Officers to ensure consistent quality and professional standards.

Provide coaching and constructive feedback to strengthen analytical, testing and reporting capabilities.

Establish competency development plans for QA team members.

Other Responsibilities

Support management in special reviews, investigations or operational projects requiring independent quality/control review.

Perform other QA, operational risk and control-related assignments as directed by management.

PT. Bank CTBC Indonesia is a subsidiary of China Trust Banking Corporation (CTBC) Taiwan the largest private commercial bank in Taiwan that has been operated since 1966. Bank CTBC Indonesia was established in 1997 to support and enhance Taiwan-Indonesia business activities. Nowadays, Bank CTBC Indonesia have more than 500 employees with 11 offices network, spread over Jakarta, Bandung and Surabaya.

In order to support our commitment to be the best and the most prudent bank and to expand our business, we are looking for best talent to fill in our vacant position include:

PT. Bank CTBC Indonesia is a subsidiary of China Trust Banking Corporation (CTBC) Taiwan the largest private commercial bank in Taiwan that has been operated since 1966. Bank CTBC Indonesia was established in 1997 to support and enhance Taiwan-Indonesia business activities. Nowadays, Bank CTBC Indonesia have more than 500 employees with 11 offices network, spread over Jakarta, Bandung and Surabaya.

In order to support our commitment to be the best and the most prudent bank and to expand our business, we are looking for best talent to fill in our vacant position include: