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.
Quality Assurance (20%)
- Audit call and field collection activities to ensure regulatory adherence.
- Conduct regular checks to ensure collection processes meet VIB’s standards.
- Propose and implement improvements to collection quality protocols.
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.
Risk and Compliance Management (20%)
- Protect customer data during quality assurance and audit processes.
- Screen collection audits for potential fraud indicators.
- Align quality assurance activities with VIB, SBV, and legal regulations.
Customer Experience Support (20%)
- Assist in resolving quality- related customer complaints promptly.
- Offer insights to improve collection interactions and processes.
- Ensure quality processes contribute to positive customer experiences in collections.
Training and Documentation (10% )
- Organize training and assessments to improve staff collection skills.
- Create and update training documents and scripts for collection staff.
- Store and reconcile quality control data and documents for compliance.
Manage & Maintain Collection System (10%)
- Improve automation, efficiency of collection operation.
- Managing, enhancing debt collection systems.
- Ensuring data accuracy, consistency with collection procedure.
Requirements:
Strong understanding of regulatory and internal compliance requirements related to collection activities;
Good in English communication skill;
Understanding of the retail market and legal regulations related to individual customers;
Experience working with IT teams, system vendors, or software developers to implement or upgrade collection systems;
University graduate or higher, preferably with a major in Finance, Banking, Economics, or Law;
Experience in configuring, operating or testing systems that support collection activities;
Familiarity with collection systems, reporting, ability to analyze user requirements and convert them into technical specifications for system development or enhancement;
At least 3 years of experience in debt collection field, especially in Call /Field quality control or Collection system, or Collection training;
Training skill, strong negotiation, interpersonal and good communication skills; good critical thinking skills & problem solving ability;
