Collections Quality Control Specialist (QA)

With a focus on promoting financial inclusion and literacy, we strive to contribute to social development and economic growth.

Analyzes data to find ways to make the process more efficient and effective, collaborating with different departments to align collections efforts with the company's goals. This role is to uphold quality, legality, and customer satisfaction in debt collection activities.

Responsibilities:

• Review and Evaluation: Specialist reviews debt collection activities, including calls and documentation, to ensure that they adhere to company policies and legal requirements. Assesses the quality of communication and interactions with debtors.
• Compliance: Ensure that all debt collection practices follow industry regulations and legal guidelines. This involves staying up to date with laws such as the Unfair Debt Collection Act to prevent any violations.
• Data Accuracy: Specialist verifies and maintains accurate and complete data related to debts, accounts, and customers.
• Documentation: Review and validate documentation related to debt collection, including agreements, contracts and payment histories. To ensure the legitimacy of the debt and the accuracy of information presented.
• Agent Training and Feedback: Specialist provides training to collection agents on best practices for ethical communication, professionalism, and effective debt recovery. Provide feedback based on reviews and evaluations of agent performance.
• Training Delivery: Conduct training sessions for new collections agents as well as ongoing training for existing agents when the lead or primary trainer has prior commitments or is unavailable to provide coverage.
• Training Development: Help in designing, developing, and updating training materials and programs for collections agents. Ensure that training content aligns with company policies, industry standards, and regulatory requirements.
• Process Optimization: Identify areas for improving the efficiency and effectiveness of the collections process. This could involve analyzing data to identify opportunities, streamlining procedures, and implementing best practices.
• Customer Relations: Specialist addresses customer concerns and complaints related to the collections process. Aim to resolve issues in a fair and satisfactory manner, contributing to positive customer relations.
• Reporting and Analysis: Compile and analyze data on collections efforts, success rates, recovery rates, and customer feedback. Creating report using accurate data to provide useful observation that may help improve collection agents.
• Collaboration: Specialist collaborates with various departments, such as legal, compliance, customer service, and finance, to ensure that collections efforts align with the company's overall goals and values.
• Continuous Improvement: Involved in ongoing efforts to refine collections processes based on feedback, data analysis, and industry trends. This contributes to the overall improvement of the collections function.

Qualifications:

• A minimum of 2 years of experience in the role of Collections Quality Specialist.
• Must have a good understanding in Unfair Debt Collection Act.
• Has a strong analytical skill to assess trends and pinpoint issues.
• Have good communication skill in English language.
• Can work during Holidays.
• Can maintain flexible availability for work hours and days. In cases of urgent tasks requiring office presence.
• Proficient in MS office (Word, Excel and PowerPoint)
• Has a good organizational skill in managing multiple tasks.
• Having an experience in facilitating training is plus point but not a requirement.