Quality Control Supervisor – Collection

QUALITY CONTROL SUPERVISOR – COLLECTION

Department: Quality Assurance / Collection

Industry: Third Party Collection / Collection Agency

Employment Type: Full Time

Job Responsibilities

• Lead and manage Collection Quality Assurance activities and the QC team.

• Monitor call recordings, WhatsApp/chat and Collection Agent activities.

• Manage New Hire Training and ensure new Agents understand collection processes, SOPs and quality standards before going live.

• Conduct Compliance Monitoring to ensure Collection activities comply with company SOPs, Client requirements and applicable OJK/AFPI regulations.

• Develop and implement QC Scorecards, Call Monitoring and Sampling Standards.

• Conduct regular QC Calibration sessions.

• Investigate customer complaints, misconduct and Collection violations.

• Provide coaching and feedback to Agents and Team Leaders.

• Prepare regular Quality, Training and Compliance reports.

• Analyze QC results and develop improvement plans to improve Collection quality and team performance.

Requirements

1. Mandatory: Proven collection operations management experience with one of Indonesia’s Top 5 collection companies, with a demonstrated track record of leading teams to strong results, achieving top rankings in vendor performance competitions, or significantly improving team performance.

2. Fluent in Bahasa Indonesia and able to communicate, report and participate effectively in meetings in English in a professional working environment.

3. Minimum Diploma/Bachelor's Degree.

4. Minimum 3 years of experience in Collection / Quality Assurance / Training / Compliance.

5. Minimum 1 year of experience as a QC/QA Team Leader or Supervisor.

6. Good understanding of Collection SOPs, QC Scorecards, Call Monitoring, Sampling, Training and Compliance Monitoring.

7. Strong leadership, coaching, communication and data analysis skills.

8. Proficient in Microsoft Excel / Google Sheets.

9. Strong Root Cause Analysis and Quality Improvement Planning skills.

Preferred

Candidates with hands-on experience in Collection Quality Assurance + New Hire Training + Compliance Monitoring will be highly preferred.