Performance and QA Officer (Debt collection)

Job Description

Regular call monitoring (Inhouse & ECA) to assess call and case quality

Provide clear insight into performance drivers and the levers which impact performance

Give recommendations for process improvements based on call monitoring assessment result

Tracking errors & reporting the most common problems, to take corrective actions

Escalating all zero-tolerance cases severely impacting the customer experience for immediate corrective actions

Assist Manager on Internal Audit procedure

Supporting in QA documents regarding SOP as well as Personal Data Protection Act (PDPA) documents.

Training & Coaching

Prepare Training materials for conducting trainings

Quality training and procedures to new hires to understand the expectations of a quality call

Training program for mediators that needs improvement

Detects broken SOPs, service scripts, skills gaps, and address/suggest areas of the improvements

Assess agent behavior, counsel, and coach them to enable knowledge retention, good behaviors & skills practices and reduce negative customer experience

Lead innovation and continuous improvement in quality improvement project

Implement quality assurance standards and continuously optimize them according to business requirements

Additional Tasks Ad-hoc projects

Others assigned by Manager

Job Qualification

Minimum 2 years experience as a QA within Customer Service, Contact Centre, Debt collection or Banking environment

Strong in analytical & logical thinking, and problem-solving skills

Possess customer-service and positive mindset

Expert communication and interpersonal skills

Listen effectively to find the root cause of issues and communicator

Mature personality and can-do attitude

Proactive, flexible and ability to prioritize

Native-Thai speaker and good command of English