Quality Assurance Cs & Collection

You will be maintaining the service quality of the collection team by analyzing their performance and providing coaching and feedback. Your goal is to achieve an excellent level of customer satisfaction when they are dealing with our collection officers.

Responsibilities

• You will be maintaining service quality through regular feedback and coaching. You will also be interacting with various other teams and departments in Solusi-ku.
• Min 1-year experience as a Quality Assurance Collection in Banking/Fintech Industry.
• Min Diploma degree from any major.
• Service mindset and Customer driven.
• Strong verbal/written communication skills.
• Comfortable working in a fast-paced work environment.
• You need to be a self-starter.

Qualifications

• Achieve zero complaints from Customers (via AFPI/OJK) regarding the Collection and Customer Service process.
• Reducing findings (tardiness/inaccuracies) from the Collections team.
• Provide regular feedback and calibration to Collection officers and Collection Team Leaders to ensure their service level and quality
• Do a “heat check” by taking random sampling from Collection officers (recordings, chat, etc) to ensure their service level.
• Ensuring the Collection officer’s job performance is based on evaluating based data and providing recommend actions to correct. This includes ensuring that the collection officers are up to date with policies and SOP.