Quality Control Supervisor

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 Supervisor is responsible for leading the Quality Control team in ensuring that all telemarketing, collection, customer service, and operational activities comply with company standards, regulatory requirements, and internal policies. This role oversees quality monitoring processes, provides coaching and performance feedback, analyzes quality trends, and drives continuous improvement initiatives to enhance customer experience, operational efficiency, and regulatory compliance within the fintech business.

Key Responsibilities

• Supervise and manage the daily activities of the Quality Control team to ensure effective quality monitoring and timely reporting.
• Oversee quality evaluations of telemarketing, collection, and customer service interactions to ensure compliance with company standards and quality benchmarks.
• Ensure all operational processes comply with company policies, OJK/AFPI regulations, and other applicable legal requirements.
• Review and validate quality assessment results, ensuring consistency, accuracy, and fairness in the evaluation process.
• Analyze quality performance trends, identify root causes of recurring issues, and recommend corrective and preventive actions.
• Prepare quality reports, dashboards, and performance analyses for management, including actionable recommendations for process improvements.
• Collaborate with Operations, Compliance, Training, and other departments to implement quality improvement initiatives and monitor their effectiveness.
• Coach, mentor, and develop Quality Control Specialists by providing regular feedback, calibration sessions, and performance evaluations.
• Lead quality calibration meetings to ensure consistent evaluation standards across teams.
• Support internal and external audits by providing quality documentation and ensuring adherence to regulatory and company requirements.
• Continuously review and improve quality monitoring frameworks, evaluation scorecards, and standard operating procedures (SOPs).

Qualifications

• Bachelor's Degree (S1) in any discipline.
• Minimum 3–5 years of experience in Quality Assurance/Quality Control within a fintech, banking, financial services, BPO, or contact center environment.
• At least 1–2 years of supervisory or team leadership experience.
• Strong understanding of quality monitoring methodologies, customer service standards, telemarketing, and collection operations.
• Good knowledge of OJK, AFPI, and other relevant financial regulations.
• Strong analytical, problem-solving, and reporting skills.
• Experience using quality monitoring tools, CRM systems, and Microsoft Office (especially Excel and PowerPoint).
• Excellent communication, coaching, and interpersonal skills.
• Able to work independently while managing multiple priorities in a fast-paced environment.