Job Description
Responsibilities
Quality Control
- Monitor calls regularly (both in-house and outsourced) to assess call quality and ensure compliance with standards.
- Provide actionable recommendations and feedback to improve processes based on call monitoring assessments.
- Track and report errors, identifying common issues to enable timely corrective actions.
- Escalate zero-tolerance cases that significantly impact customer experience for immediate resolution.
- Handle complaints and ensure resolutions are provided within the agreed Service Level Agreements (SLAs).
- Assist the manager in audit procedures and maintain accurate documentation.
- Keep the Standard Operating Procedures (SOPs) updated, reflecting any changes from regulators, including PDPA, Debt Collection Act, Responsible Lending (RL), Market Conduct, and other requirements.
- Ensure full compliance with relevant regulations and standards by conducting regular audits and assessments.
- Develop and implement compliance training programs for both in-house and outsourced staff.
- Monitor and report compliance issues, ensuring timely resolution.
- Conduct regular coaching sessions to drive continuous improvement.
Training & Coaching
- Prepare and maintain training materials to align with updated products, regulations, and procedures.
- Deliver quality training for new hires and existing staff, ensuring alignment with operational standards.
- Design and implement regular training programs to enhance collectors' skills and performance.
Qualifications
- Minimum 2 years of experience as a QA/QC in a Debt Collection environment.
- Strong knowledge of banking and collection compliance regulations, including PDPA and Debt Collection Act.
- Excellent analytical, logical thinking, and problem-solving skills.
- Strong communication and interpersonal skills with the ability to listen effectively and address root causes.
- Native Thai speaker with a good command of English.
