QC Desk Collection Manager

6 days ago

Bekasi, West Java, Indonesia -c4e0-497c-81cc-b0874cfbd6d1 Full time 4,000,000 - 6,000,000 per year

QC Desk Collection Manager

PT. Mitra Koleksi Mandiri

Penempatan: Bekasi

Deskripsi Pekerjaan

PT. Mitra Koleksi Mandiri adalah perusahaan yang bergerak di bidang pengelolaan dan penagihan piutang (collection) yang sedang berkembang pesat. Kami mencari QC Desk Collection Manager yang akan bertanggung jawab memastikan kualitas kerja tim desk collection sesuai dengan standar perusahaan dan regulasi yang berlaku, serta mendorong peningkatan performa melalui monitoring, evaluasi, dan pembinaan yang terstruktur.


Tanggung Jawab Utama
  • Menyusun, mengembangkan, dan mengimplementasikan standar kualitas (QC) untuk aktivitas desk collection (telepon/online).
  • Melakukan monitoring dan audit berkala terhadap call/aktivitas penagihan (recording & live monitoring).
  • Memastikan kepatuhan terhadap script, SOP, etika penagihan, dan regulasi yang berlaku (internal dan eksternal).
  • Mengidentifikasi temuan/masalah kualitas serta membuat action plan perbaikan bersama Supervisor/Team Leader Collection.
  • Menyusun dan menyampaikan laporan kualitas harian/mingguan/bulanan (misalnya: tingkat kepatuhan script, handling keberatan, complaint, dsb).
  • Memberikan coaching, feedback, dan training kepada agen desk collection berdasarkan hasil QC.
  • Berkoordinasi dengan tim HR/Training untuk pengembangan materi pelatihan terkait kualitas dan service.
  • Mengawal implementasi improvement/KAIZEN pada proses penagihan dan kualitas komunikasi.
  • Mengelola tim QC termasuk pembagian tugas, monitoring kinerja, dan evaluasi.
  • Berperan aktif dalam analisa akar masalah (root cause analysis) untuk kasus komplain atau ketidaksesuaian prosedur.
  • Menjaga kerahasiaan data nasabah dan perusahaan sesuai kebijakan keamanan informasi.

Kualifikasi
  • Pendidikan minimal S1 (diutamakan dari jurusan: Manajemen, Hukum, Ekonomi, Psikologi, atau terkait).
  • Pengalaman minimal 3 tahun di bidang desk collection / call center collection, dengan minimal 1–2 tahun di posisi Supervisor/Leader/Manager QC atau QA.
  • Memahami proses penagihan (collection), skema desk collection, dan indikator kinerja (KPI) di industri pembiayaan/perbankan/lembaga collection.
  • Terbiasa melakukan monitoring call, call evaluation, dan coaching.
  • Memahami dan peduli terhadap kepatuhan, etika komunikasi, serta regulasi terkait penagihan.
  • Memiliki kemampuan analisa data yang baik (reporting, membaca angka, trend, dan temuan kualitas).
  • Menguasai Ms. Excel & Ms. PowerPoint untuk kebutuhan laporan dan presentasi hasil QC.
  • Memiliki kemampuan leadership, komunikasi, dan interpersonal yang kuat.
  • Tegas, detail-oriented, objektif, dan mampu bekerja dengan target dan deadline.
  • Bersedia bekerja onsite di Bekasi.

Kompetensi & Keterampilan Pendukung
  • Strong people management & coaching skill.
  • Kemampuan problem solving dan decision making yang baik.
  • Mampu bekerja sama dengan berbagai pihak (Collection, HR, IT, Management).
  • Berorientasi pada continuous improvement dan kualitas pelayanan.

Penempatan:

Kantor PT. Mitra Koleksi Mandiri – Bekasi

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