Quality Assurance Officer

COLLECTIUS CMS (S) PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Benefits offered by this job

Annual Leaves

Birthday Leave (1 day)

Marriage Leave (3 days)

Examination Leave (2 days)

Staff referral program

Job summary

COLLECTIUS CMS (S) PTE. LTD. is seeking a Quality Assurance Officer in Singapore to monitor debt collection activities for compliance with policies, client requirements and laws.

You will review calls, letters, and case handling to identify improvement areas and support performance enhancement initiatives. The role requires attention to detail, independence, and the ability to manage multiple priorities, with responsibilities including feedback to officers, escalation of compliance issues, and

Qualifications

• Minimum Diploma with experience in Customer Service, Finance, Banking or a related field.
• 1–3 years of experience in Quality Assurance, Finance, Customer Service, Contact Centre Operations, or a related field.
• Familiar with regulatory and compliance requirements relating to debt collection and data privacy in Singapore.

Responsibilities

• Perform quality checks on call recordings handled by the credit recovery officers to ensure compliance with the company and client procedures.
• Provide constructive feedback to credit recovery officers and collection managers.
• Identify, investigate and escalate potential compliance breaches, customer complaints and operational risks with incident management.
• Support internal and external compliance audits.
• Conduct regular training, refresher and assessment for credit recovery officers.

Skills

Attention to detail

Independent work

Prioritization

Quality monitoring

Compliance mindset

Education

Diploma or equivalent

Job description

Job Summary

The Quality Assurance Officer is responsible formonitoring the debt collection activities to ensure compliance with companypolicies, procedures, client requirements, industry regulations and applicablelaws. The role involves conducting quality assurance reviews of collectioncalls, correspondence and case handling procedures, identifying areas forimprovement and supporting continuous performance enhancement initiatives.

Key Responsibilities

• Perform quality checks on call recordings handled bythe credit recovery officers to ensure compliance with the company and clientprocedures.


• Provide constructive feedback to credit recoveryofficers and collection managers.


• Identify, investigate and escalate potentialcompliance breaches, customer complaints and operational risks with incidentmanagement.


• Support internal and external compliance audits.


• Conduct regular training, refresher and assessment forcredit recovery officers.

Skills & Competencies:

• Strong attention to detail and analytical skills.


• Ability to work independently and manage multiplepriorities.


• Quality monitoring and auditing skills.


• Compliance-focused mindset.

Requirements:

• Minimum Diploma with experience in Customer Service,Finance, Banking or a related field.


• At least 1 to 3 years of experience in QualityAssurance, Finance, Customer Service, Contact Centre Operations, or a relatedfield.


• Familiar with regulatory and compliance requirements relating to debt collection and data privacy in Singapore.

Benefits

• Annual Leaves (capped to 18-days to 20-days)


• Compassionate Leaves (capped to 3-days)


• Marriage Leave (3-days)


• Birthday Leave (1-day)


• Examination Leave (2-days)


• Off-In-Lieu to credit if Public Holiday falls on a Saturday.


• Covered with Insurance (Group Hospitalization & Surgery, Group Term Life, Group Personal Accident & Foreign Worker Medic for foreigners only)


• Covered with panel clinic with MHC (GP in SG and Johor, Teleconsultation in SG only, TCM and Dental in SG only)


• Staff referral program fee of $500.00 for every successful referral (subjected to company's terms and conditions).


• Salary increments after successful confirmation based on individual's performance.


• Performance bonus.


• Petrol reimbursement (monthly).


• Bike maintenance reimbursement (quarterly).

5-days work

Nearest MRT: Macpherson walking distance within 5 minutes)