Fintech - Quality Control Specialist

PT Abadi Sejahtera Finansindo adalah perusahaan yang bergerak di bidang layanan pinjaman mikro online terkemuka di Indonesia dengan nama merek Singa.id. Perusahaan ini telah terdaftar dan diawasi oleh Otoritas Jasa Keuangan (OJK) serta Asosiasi Fintech Indonesia (AFPI). Kami sedang mencari individu berkualitas untuk bergabung dalam tim kami di Pagedangan, Kabupaten Tangerang, Banten. Kesempatan ini cocok bagi para profesional yang ingin berkontribusi dalam membangun sistem yang andal dan berkelanjutan di industri keuangan digital. Kami menawarkan lingkungan kerja yang dinamis, peluang pengembangan karier, serta kesempatan untuk menjadi bagian dari inovasi yang mendorong pertumbuhan ekonomi lokal.

Job Description

The Quality Control Specialist is responsible for monitoring and evaluating the quality of telemarketing, collection, customer service, and operational activities to ensure compliance with company standards, regulatory requirements, and internal policies. This role conducts quality assessments, identifies improvement opportunities, provides constructive feedback, and supports continuous quality enhancement to improve customer experience, operational efficiency, and regulatory compliance within the fintech business.

Key Responsibilities

• Conduct quality monitoring and evaluations of telemarketing, collection, customer service, and operational interactions based on established quality standards and scorecards.
• Ensure all evaluated activities comply with company policies, Standard Operating Procedures (SOPs), OJK/AFPI regulations, and other applicable legal requirements.
• Record, document, and report quality assessment results accurately and within the required timeline.
• Identify quality gaps, recurring issues, and process deviations, then provide recommendations for corrective and preventive actions.
• Prepare regular quality reports and performance summaries for the Quality Control Supervisor and relevant stakeholders.
• Provide objective feedback to employees and support coaching sessions by highlighting strengths and areas for improvement.
• Participate in quality calibration sessions to ensure consistency and fairness in evaluation standards.
• Assist in root cause analysis for quality issues and support the implementation of continuous improvement initiatives.
• Maintain accurate quality documentation and support internal and external audit activities when required.
• Assist in reviewing and updating quality monitoring checklists, evaluation scorecards, and SOPs to ensure alignment with business and regulatory requirements.
• Work closely with Operations, Compliance, Training, and other departments to improve service quality and operational performance.
• Perform other quality-related tasks assigned by the Quality Control Supervisor or management.

Qualifications

• Bachelor's Degree (S1) in any discipline.
• Minimum 1–3 years of experience in Quality Assurance/Quality Control within a fintech, banking, financial services, BPO, or contact center environment.
• Good understanding of quality monitoring methodologies, customer service standards, telemarketing, and collection operations.
• Familiarity with OJK, AFPI, and other relevant financial regulations is preferred.
• Strong analytical skills with attention to detail and the ability to identify quality improvement opportunities.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Experience using CRM systems, quality monitoring tools, or contact center platforms is an advantage.
• Good written and verbal communication skills with the ability to provide constructive feedback.
• Able to work independently, manage multiple tasks, and meet deadlines in a fast-paced environment.
• High integrity, objectivity, and commitment to maintaining confidentiality.