QC Staff - Operations (for Customer Service)

Requirements:

1. Min. 1–2 years of experience as a QC Staff for Operations (Customer Service or Collection). Preferably from P2P lending or financial services company.

2. Strong understanding of OJK regulations, especially regarding ethical collection practices and consumer protection.

3. Good verbal and written communication skills in English & Bahasa Indonesia.

4. Detail-oriented with strong analytical and reporting skills.

5. High integrity, objectivity, and professionalism in evaluating team performance.

6. Proficiency with call monitoring systems, CRM platforms, and Microsoft Office (especially Excel).

Key Responsibilities:

1. Conducting call monitoring, audits, and reporting activities related to the collection department.

2. Ensure that collection agents comply with internal procedures (SOP) and external regulations, particularly from OJK (Financial Services Authority of Indonesia).

3. Perform regular call listening and evaluations, assign quality scores, and generate analytical reports.

4. Provide direct coaching, feedback, and training to collection agents based on QC findings to improve service quality and compliance.

5. Collaborate with the Collection, Compliance, and Training teams to address performance issues and implement improvements.