Team Leader Quality Assurance (Desk Collection) Yogyakarta

PT. Sahabat Mikro Fintek; Kota Yogyakarta; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

A financial services company in Yogyakarta is seeking a Team Leader for Quality Assurance in Desk Collection. This role involves overseeing the quality of agent performance, conducting audits, and providing coaching to improve collection effectiveness. The ideal candidate has 3–5 years of experience in quality assurance, excellent leadership and analytical skills, and strong communication abilities in English. Join us to make a significant impact in a collaborative environment.

Qualifications

• Minimum 3–5 years in Quality Assurance with leadership experience.
• Ability to communicate in English, both written and verbal.
• Strong understanding of collection processes and compliance regulations.

Responsibilities

• Oversee and ensure the quality of agent performance in Desk Collection.
• Conduct audits on calls to evaluate compliance and accuracy.
• Collaborate with management to create action plans for improvement.

Skills

Leadership

Analytical skills

Communication skills

Problem-solving

Data analysis

Tools

Excel

QA systems

Job description

Team Leader Quality Assurance (Desk Collection) Yogyakarta

The Quality Assurance Team Leader is responsible for overseeing and ensuring the quality of agent performance within the Desk Collection department. This role focuses on monitoring compliance, accuracy, tone, and policy adherence during customer interactions. The QA TL drives continuous improvement by leading audit activities, providing coaching, and collaborating with operational leaders to enhance collection effectiveness and customer experience.

Job Description :

Conduct routine audits on Desk Collection calls and cases to evaluate accuracy, compliance, and customer treatment standards.

Provide structured feedback and coaching to agents and supervisors to reduce errors and improve collection quality.

Identify quality trends, risk patterns, and root causes of non-compliance.

Collaborate with Desk Collection management to create corrective and preventive action plans.

Maintain and develop QA scorecards, audit guidelines, and calibration standards specific to collection activities.

Ensure all audits, appeals, and coaching follow established SLA timelines and process standards.

Prepare and present quality reports, insights, and recommendations to management on a weekly/monthly basis.

Lead QA team in task assignment, accuracy checks, and performance reviews.

Job Qualifications :

Minimum 3–5 years in Quality Assurance, with at least 1–2 years in a leadership or supervisory role within desk collection environment

Able to communicate in English, both written and verbal.

Strong understanding of collection processes, compliance regulations, and customer interaction standards.

Excellent analytical and problem-solving skills.

Strong leadership and communication abilities.

Proficient in data analysis tools (Excel, dashboard, QA systems).

Experience in appeal handling, calibration, and coaching frameworks.

Are you ready to be Samiritans?

Let's be part of our collaborative and innovative environment.

We want YOU to make an impact! 🌟