Deskripsi pekerjaan
About the Role As a Quality Assurance (QA) Staff for the Digital Collections Team, you'll be a key player in maintaining the highest standards of communication and compliance. Your primary responsibility will be to ensure all digital collections interactions—from human agents to automated systems—are accurate, effective, and fully compliant with both internal policies and external regulations. You'll play a vital role in protecting the customer experience and the company's integrity. Key Responsibilities Review and Assessment: Human Agent Interactions: Evaluate call recordings from human agents to ensure they adhere to communication scripts, maintain a professional tone, and comply with all regulatory and internal guidelines. WhatsApp Communication: Assess WhatsApp chats to ensure consistency, quality, and proper handling of customer inquiries and payment arrangements. Human Agent Interactions: Evaluate call recordings from human agents to ensure they adhere to communication scripts, maintain a professional tone, and comply with all regulatory and internal guidelines. WhatsApp Communication: Assess WhatsApp chats to ensure consistency, quality, and proper handling of customer inquiries and payment arrangements. Reporting and Analysis: Maintain detailed QA tracking logs and generate periodic reports on review outcomes. Analyze quality data to identify trends, common issues, and opportunities for process improvement. Maintain detailed QA tracking logs and generate periodic reports on review outcomes. Analyze quality data to identify trends, common issues, and opportunities for process improvement. Training and Collaboration: Collaborate closely with the Training Team to provide constructive feedback and insights from QA reviews. Work with the Digital Collections Team to improve overall performance based on quality findings. Collaborate closely with the Training Team to provide constructive feedback and insights from QA reviews. Work with the Digital Collections Team to improve overall performance based on quality findings. Review and Assessment: Reporting and Analysis:
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi