QUALITY CONTROL SUPERVISOR – COLLECTION

Pengiklan Anonim; Tangerang; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Pengiklan Anonim seeks a Quality Assurance Lead to direct the Collection QA team, monitor agent activities, and ensure adherence to SOPs and regulatory requirements. The role includes training new hires and developing QC scorecards to improve overall collection quality and team performance.

The candidate will oversee compliance monitoring, analyze QC results, and prepare regular quality and training reports, reporting in Bahasa Indonesia and English as needed.

Qualifications

• Must have proven collection operations management experience with top Indonesian collections company.
• Fluent in Bahasa Indonesia; able to report in English professionally.
• Minimum Diploma or Bachelor's degree.
• At least 3 years in Collection/QA/Training/Compliance.
• At least 1 year as QC/QA Team Leader or Supervisor.
• Strong understanding of collection SOPs, QC scorecards, call monitoring, sampling, training and compliance monitoring.
• Excellent leadership, coaching, communication and data analysis skills.
• Proficiency in Excel/Sheets.
• Strong root cause analysis and quality improvement planning skills.

Responsibilities

• Lead and manage Collection Quality Assurance activities and the QC team.
• Monitor call recordings, WhatsApp/chat and Collection Agent activities.
• Oversee New Hire Training and ensure agents understand SOPs before going live.
• Ensure compliance with SOPs, client requirements and regulations.
• Develop and implement QC scorecards, call monitoring and sampling standards.
• Investigate customer complaints and collection violations.
• Provide coaching and feedback to Agents and Team Leaders.
• Prepare regular Quality, Training and Compliance reports.
• Analyze QC results and devise improvement plans for quality and performance.

Skills

Quality Assurance

Team Leadership

Training & Coaching

Compliance Monitoring

Data Analysis

SOPs & Processes

Communication

Microsoft Excel

Root Cause Analysis

Education

Diploma/Bachelor's Degree

Tools

Microsoft Excel

Google Sheets

Job description

Department: Quality Assurance / Collection

Industry: Third Party Collection / Collection Agency

Employment Type: Full Time

Job Responsibilities

• Lead and manage Collection Quality Assurance activities and the QC team.
• Monitor call recordings, WhatsApp/chat and Collection Agent activities.
• Manage New Hire Training and ensure new Agents understand collection processes, SOPs and quality standards before going live.
• Conduct Compliance Monitoring to ensure Collection activities comply with company SOPs, Client requirements and applicable OJK/AFPI regulations.
• Develop and implement QC Scorecards, Call Monitoring and Sampling Standards.
• Investigate customer complaints, misconduct and Collection violations.
• Provide coaching and feedback to Agents and Team Leaders.
• Prepare regular Quality, Training and Compliance reports.
• Analyze QC results and develop improvement plans to improve Collection quality and team performance.

Requirements

1. 1. Mandatory: Proven collection operations management experience with one of Indonesia’s Top 5 collection companies, with a demonstrated track record of leading teams to strong results, achieving top rankings in vendor performance competitions, or significantly improving team performance.
2. 2. Fluent in Bahasa Indonesia and able to communicate, report and participate effectively in meetings in English in a professional working environment.
3. 3. Minimum Diploma/Bachelor's Degree.
4. 4. Minimum 3 years of experience in Collection / Quality Assurance / Training / Compliance.
5. 5. Minimum 1 year of experience as a QC/QA Team Leader or Supervisor.
6. 6. Good understanding of Collection SOPs, QC Scorecards, Call Monitoring, Sampling, Training and Compliance Monitoring.
7. 7. Strong leadership, coaching, communication and data analysis skills.
8. 8. Proficient in Microsoft Excel / Google Sheets.
9. 9. Strong Root Cause Analysis and Quality Improvement Planning skills.

Preferred

Candidates with hands-on experience in Collection Quality Assurance + New Hire Training + Compliance Monitoring will be highly preferred.