Training Manager

Home Credit Indonesia; Jakarta Pusat; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

Home Credit Indonesia is seeking an experienced Quality Assurance and Internal Controls leader to oversee QA across our operations, including Customer Care and Return/CM processes. You will drive QA program design, risk assessment and continuous improvement while leading a cross-functional team.

The role emphasizes strong English communication, stakeholder engagement, and ability to work in a fast-paced, high-demand environment. Experience in retail finance or shared services is preferred.

Qualifications

• Minimum 5 years in QA, training, improvement and controls across retail banking, consumer finance, insurance, call center providers or shared services.

Responsibilities

• Manage QA team HO and BPOs to deliver strategic QA for Customer Care & RTnCM and ensure quality level is delivered.
• Oversee Operations Internal Controls effectiveness to support operations.
• Drive customer experience via self-audit activities, gap analysis and continuous improvement.
• Maintain strong partnerships with stakeholders to ensure excellence in Operations Quality Assurance and Internal Controls.

Job description

• Managing all QA team HO and BPOs to deliver strategic Quality Assurance for whole Operations (Customer Care & RTnCM), and ensure quality level is delivered,
• Managing Operations Internal Controls effectiveness overall to support operational,
• Customer Experience by actively initiateself-audit activities, gap analysis and continuous improvement to improve customer experience,
• Managing and maintaining good partnership with all stake holders to ensure and drive best Operations Quality Assurance and Internal Controls.

We are looking for Talent with:

• Having more than 5 years in similar experiences handling Quality Assurance, Training, Improvement and Controls areas for retail banking, consumer finance, insurance company, call center provider or shared services company,
• Having knowledge of QA & training packages, ICF (Internal Control Framework) & Industry requirements,
• Experience with designing QA methodology and risk assessment & controls.
• Excellent English communication both verbal and written,
• Experience with leading a team
• Comfortable working in high demand, fast paced and dynamic environment