Deskripsi Pekerjaan
Are you an experienced Quality Control professional with a passion for excellence in the FinTech industry? PT Progo Puncak Group is currently seeking a detail-oriented Quality Control Supervisor - Collection to join our dynamic team in Jakarta Selatan. In this role, you will play a pivotal part in ensuring our collection processes adhere to the highest standards of compliance, accuracy, and efficiency.
The ideal candidate will bridge the gap between technical quality assurance and operational collection excellence. You will be responsible for overseeing monitoring protocols, evaluating agent performance, and providing actionable feedback to enhance overall recovery rates while maintaining a superior customer experience. Fluency in Mandarin is essential for this position, as you will be working with cross-functional stakeholders and ensuring alignment with international operational benchmarks.
Join us to drive continuous improvement in our FinTech collection operations, foster a culture of quality, and contribute to the strategic growth of our company.
Tanggung Jawab
- Develop and execute comprehensive quality assurance strategies specifically tailored for collection departments.
- Conduct regular audits of collection calls and documentation to ensure adherence to internal policies and regulatory requirements.
- Monitor and analyze KPIs related to quality scores, efficiency, and compliance.
- Provide constructive coaching and training sessions to collection team members to address performance gaps.
- Collaborate with the Operations and Compliance departments to identify process bottlenecks and implement effective solutions.
- Prepare detailed quality performance reports for senior management, highlighting trends and areas for improvement.
- Ensure all collection activities align with company ethical standards and legal guidelines.
- Facilitate cross-departmental communication, ensuring operational quality alignment across the organization.
Kualifikasi
- Minimum of 3 years of experience in Quality Assurance or Quality Control, preferably within a Banking, FinTech, or Debt Collection environment.
- Professional fluency in Mandarin (speaking, reading, and writing) is mandatory.
- Strong analytical mindset with the ability to interpret data and translate it into actionable improvements.
- Proven leadership or supervisory experience in managing high-performing quality or collection teams.
- Deep understanding of Indonesian financial regulations and debt collection industry best practices.
- Excellent communication and interpersonal skills, with the ability to mentor and motivate team members.
- Bachelor’s degree in Business, Finance, Management, or a related field.
- Proficient in MS Office Suite and familiar with modern CRM or collection monitoring tools.