Quality Control Specialist - Fintech

Key Responsibilities

• Conduct regular quality audits on collection activities, including calls, chats, emails, and system documentation.
• Assess agent and vendor performance against internal SOPs and applicable regulatory standards (OJK / AFPI).
• Identify compliance gaps, data inconsistencies, and process deviations within collection operations.
• Classify audit findings into minor and major issues, evaluating potential operational and regulatory risks.
• Prepare and present structured QC reports highlighting quality trends, error rates, and recurring issues.
• Deliver objective, constructive, and data-driven feedback to agents, supervisors, and key stakeholders.
• Partner with Training, Compliance, and Collection teams to support corrective actions and continuous improvement initiatives.
• Track follow-up actions and ensure timely closure of audit findings.
• Recommend enhancements to processes, SOPs, and ...