AVP Collection Quality Assurance

This position manages quality in the collections department to ensure adherence to the laid procedure, high level of customer satisfaction, and continuous improvement of business results.

Responsibilities:

• 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 well as 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 bring 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.
• Drive customer satisfaction and quality by improving business processes/procedures.

Requirements:

• Candidate must possess at least a Bachelor's Degree, Master's Degree/Post Graduate Degree in any field.
• At least 8 years of experience in call center quality, with experience in managing large teams.
• Experience in the 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.

Additional Information/Inquiries:

• This position will report to the Head of Collection (Expatriate from India).
• This position will handle two Managers (Call Centre Manager and Field Manager).
• Strong command of English professional proficiency is a MUST.
• QA experience in call services is a MUST.
• This position requires a very strong personality (e.g., able to manage, push, and develop the team).
• The total headcount in the Quality Assurance Division is around 60-70 headcounts.
• This position will be placed at the Head Office (Plaza Oleos, South Jakarta).

Required Skills:

Account Receivable, Account Recovery, Collection, Quality Assurance