AVP Collection QA
Home Credit Indonesia
- South Jakarta, IndonesiaPlaza Oleos, South Jakarta, DKI Jakarta, Indonesia, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Job closed.
Job Description
This position manages quality in collections department to ensure adherence to the laid procedure, high level of customer satisfaction and continuous improvement of business results.
- To drive the Quality Awareness culture
- Design and implement an effective quality management system within the collections organization, in line with organizational business objectives and monitor its continual improvement
- Build and maintain an adequate departmental structure and staffing in line with the quality and business objectives
- Plan and manage the overall affairs of the Quality Management Department, including budgeting, staffing, monitoring, etc.
- Plan, manage and be responsible for the performance of the department, as also their skills building and career development activities
- Organize, manage and impart appropriate training on quality practices and processes to ensure adherence to the SOP and bringing in continuous improvement
- Ensure timely resolution of quality related issues
- Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts.
- Develop, maintain & audit QA policy, procedures & processes
- Driving customer satisfaction and quality by the use of improvements to business processes / procedures
Minimum Qualifications
- Candidate must possess at least a Bachelor's Degree, Master's Degree / Post Graduate Degree, any field.
- At least 8 year(s) experience in call center quality professional with experience in managing large teams
- Experience in field will be an added advantage
- Structured, logical, and driven person
- Strong analytical and planning skills
- Good communication and presentation skills
- Excellent problem-solving skills
- Decent English communication is mandatory
Perks and Benefits
- Transportation Allowances
- Gym Membership
- Performance Bonus
- Medical / Health Insurance
- Life Insurance
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia
About Home Credit Indonesia
Home Credit is a multinational tech-based financial services company. We exist in 9 countries around the world. Our vision is to bring to market financial products that improve the life and lifestyles of our customers. From financing, protection, PayLater, to e-money – we got them covered! Our presence can be found both online and offline.
We responsibly deliver trusted financial services that customers and business partners access via their channel of choice. We continually meet evolving needs, both directly and through innovative ecosystems – helping to build a more resilient world.
Everyone at Home Credit Indonesia is not afraid of new challenges. Our passion is not only to create new innovations, but we also hold a strong courage and continue to seek chances to turn our innovative visions into reality. More than our 6.000 employees embrace these values to ensure our success in building a better today and a brighter tomorrow.