Deskripsi Pekerjaan
Are you detail-oriented with a passion for maintaining service excellence? Sahabat Mikro is currently seeking a dedicated Quality Assurance Staff (Desk Collection) to join our growing team in Sleman, Yogyakarta. In this role, you will play a pivotal part in maintaining the integrity of our collection processes, ensuring compliance, and fostering professional communication standards.
You will be responsible for auditing desk collection activities, evaluating agent performance against internal KPIs, and identifying opportunities for operational improvements. We are looking for a professional who thrives in a fast-paced environment and is committed to delivering quality outcomes while supporting the overall growth of our organization.
Tanggung Jawab
- Conduct daily monitoring and evaluation of desk collection calls and written correspondence.
- Ensure all collection activities strictly adhere to company policies, industry regulations, and legal standards.
- Provide constructive feedback and coaching to collection agents to improve call quality and negotiation techniques.
- Maintain comprehensive records of QA audit findings and performance reports for management review.
- Collaborate with the training department to identify knowledge gaps and update internal scripts or procedures.
- Identify high-risk cases or process bottlenecks and escalate them to the relevant supervisors.
- Contribute to the continuous improvement of collection strategies to increase efficiency while maintaining a positive customer experience.
Kualifikasi
- Minimum Diploma (D3) degree from any field.
- Proven experience as a Quality Assurance, Call Center Agent, or in a Collection-related role is highly preferred.
- Strong analytical skills with an exceptional eye for detail and data accuracy.
- Excellent verbal and written communication skills in Indonesian (English proficiency is a plus).
- Proficient in using Microsoft Office Suite (Excel, Word) and CRM software.
- Ability to remain calm and professional under pressure while handling challenging collection scenarios.
- Willingness to be based in Berbah Block O, Sleman, DI Yogyakarta.