Card and UPL Collection Quality Assurance Senior Specialist

Responsibles:

• 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;