Quality Assurance Specialist

Job Description – QA Specialist

• Listen to sample recordings, assess and analyze conversation results from Desk Collection Agents
• Create monthly reports and document QC results
• Coaching and sharing feedback to Agents based on QA findings
• Provide training and refreshers to Desk Collection Agents
• Carrying out calibrations both with partners and in-house agents
• Create and update product related materials or maintaining Desk Collection Agent related materials.
• Check and analyse evidences for any complaints from customers or partners

Requirements

•           Male / Female.

•           D3 / S1 Graduate in all majors.

•           Minimum 2 years of experiences as Collection in Banking or Financial Institutions.

•           Able to operate Microsoft Office, particularly PowerPoint & Excel.

•           Understands OJK regulations and other regulations related to Desk Collection activities.

•           Good at analysing conversations related to negotiations and collection.

•           Having ability and confidence to speak in forums for presentations.

•           Ability to work as a team.

•           Have a good communication skill.

•           Having minimum passive English language skill (Verbal or Written)