Deskripsi Pekerjaan
Join Pengiklan Anonim as a Collection Quality Control Manager where you'll lead teams to maintain exceptional service standards while ensuring compliance in collection processes. This pivotal role demands a communicative leader who thrives on constructive feedback and fosters a supportive team environment. You'll be instrumental in developing quality assurance frameworks, conducting performance evaluations, and implementing training programs that elevate agent capabilities. The position offers the opportunity to drive operational excellence by identifying process improvements and mentoring staff to achieve both customer satisfaction and organizational goals.
Our ideal candidate combines analytical rigor with empathetic leadership to create a culture of continuous improvement. You'll collaborate with cross-functional departments to resolve complex customer issues while maintaining regulatory compliance. This role is perfect for professionals passionate about transforming collection operations through quality-driven leadership and innovative team development strategies.
Tanggung Jawab
- Monitor and evaluate collection agent performance against quality standards and compliance metrics
- Develop and implement quality assurance frameworks for collection processes
- Provide constructive feedback and coaching to agents to enhance service delivery
- Conduct regular quality audits and performance improvement planning
- Design and execute training programs for collection team members
- Collaborate with compliance teams to ensure regulatory adherence
- Analyze performance data to identify operational improvement opportunities
- Foster a positive team environment through empathetic leadership
Kualifikasi
- Minimum 3 years experience in quality control or team leadership within collection/call center environments
- Proven ability to deliver constructive feedback and coach team members
- Strong analytical skills with experience in performance metrics analysis
- Excellent communication and interpersonal abilities
- Deep understanding of collection regulations and compliance standards
- Certification in quality management or team leadership preferred
- Proficiency in CRM and quality monitoring software
- Ability to lead with empathy while maintaining performance standards