Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for process integrity and customer excellence? Skyro is seeking a highly analytical Collections Quality Control Specialist to join our growing team in Quezon City. In this pivotal role, you will act as the guardian of our verification and collections standards, ensuring every interaction adheres to our rigorous compliance, accuracy, and efficiency benchmarks.
You will play a vital role in analyzing call quality, evaluating collection strategies, and providing actionable feedback to team members. The ideal candidate is someone who thrives on data-driven insights and understands the delicate balance between effective debt recovery and maintaining high-quality customer service standards. If you are ready to elevate your career within a fast-paced fintech environment, we invite you to apply.
Tanggung Jawab
- Monitor and evaluate outbound/inbound collections calls for quality, compliance, and professionalism.
- Identify process gaps in verification and collections workflows to suggest operational improvements.
- Conduct regular audits of accounts to ensure accurate documentation and adherence to company policies.
- Provide constructive coaching and feedback to Collections Agents to drive performance excellence.
- Prepare detailed quality reports and trend analyses for management review.
- Collaborate with the training department to develop materials based on identified performance trends.
- Ensure all collection activities strictly adhere to legal regulations and internal ethical standards.
Kualifikasi
- At least 2-3 years of experience in Quality Assurance (QA) specifically within a Collections or Financial Services BPO setting.
- Deep understanding of the Debt Collection process and standard industry compliance requirements.
- Excellent analytical skills with the ability to interpret data and translate it into actionable coaching.
- Strong command of English, both verbal and written, with impeccable listening skills.
- Proficiency in CRM tools, MS Office Suite, or Google Workspace.
- High attention to detail and ability to maintain objectivity in performance evaluations.
- Ability to work effectively in a high-pressure environment while meeting strict KPIs.