Key Responsibilities:

Conduct quality control on telemarketing, collection, and customer service interactions.
Evaluate agents' adherence to scripts, communication ethics, and company policies.
Prepare evaluation reports and provide recommendations for quality improvement.
Deliver feedback and training to operational teams to enhance performance.
Ensure all activities comply with company standards and OJK/AFPI regulations.
Coordinate with QA, compliance, and training teams for follow-up actions.

Qualifications:

Minimum Diploma/Bachelor's degree in Communication, Management, or related fields.
At least 1 year of experience as a QC in a call center or fintech lending company.
Detail-oriented, objective, and strong analytical skills.
Familiar with monitoring tools and CRM systems.
Understanding of OJK/AFPI regulations is a plus.