Card and UPL Collection Quality Assurance Senior Specialist

Responsible for monitorning and esuring the quality and compliance of collection activities. Key duties include maintaining and updating collection systems, conducting operation training for staff , eveluating and improving call quality , and ensuring adherence to internal processes and regulatory requirement.

1. Quality Assurance (20%)

- Conduct regular checks to ensure collection processes meet VIB’s standards.

- Audit call and field collection activities to ensure regulatory adherence.

- Propose and implement improvements to collection quality protocols.

2. Process Efficiency (20%)

- Optimize workflows for quality assurance tasks to reduce time and costs.

- Assist in implementing AI/tools for automated quality monitoring.

- Create KPIs to measure and improve collection process quality.

3. Risk and Compliance Management (20%)

- Align quality assurance activities with VIB, SBV, and legal regulations.

- Screen collection audits for potential fraud indicators.

- Protect customer data during quality assurance and audit processes.

4. Customer Experience Support (20%)

- Ensure quality processes contribute to positive customer experiences in collections.

- Assist in resolving quality-related customer complaints promptly.

- Offer insights to improve collection interactions and processes.

5. Training and Documentation (10% )

- Create and update training documents and scripts for collection staff.

- Organize training and assessments to improve staff collection skills.

- Store and reconcile quality control data and documents for compliance.

6. Manage & Maintain Collection System (10%)

- Managing, enhancing debt collection systems.

- Improve automation, efficiency of collection operation.

- Ensuring data accuracy, consistency with collection procedure.

Requirements:

University graduate or higher, preferably with a major in Finance, Banking, Economics, or Law;

At least 3 years of experience in debt collection field, especially in Call /Field quality control or Collection system, or Collection training;

Familiarity with collection systems, reporting, ability to analyze user requirements and convert them into technical specifications for system development or enhancement;

Experience in configuring, operating or testing systems that support collection activities;

Experience working with IT teams, system vendors, or software developers to implement or upgrade collection systems;

Strong understanding of regulatory and internal compliance requirements related to collection activities;

Understanding of the retail market and legal regulations related to individual customers;

Training skill, strong negotiation, interpersonal and good communication skills; good critical thinking skills & problem solving ability;

Good in English communication skill;