QA and Compliance Officer (Debt Collection)

CardX Thailand (Bangkok City, Thailand)

Bangkok, Thailand

CardX is a financial business group under SCBX Co., Ltd, it offers the digital financial platform, providing the credit card services and personal loan products

About this position

The QA and Compliance Officer (Debt Collection) is responsible for ensuring call quality, compliance with regulations, and providing training and coaching to staff to enhance performance and customer experience.

Responsibilities

• Regular call monitoring (Inhouse & ECA) to assess call quality.
• Provide clear insight to performance drivers and the levers which impact performance.
• Give recommendations and feedback for process improvements based on call monitoring assessment results.
• Track errors & report the most common problems to take corrective actions in proper time manner.
• Escalate all zero-tolerance cases severely impacting the customer experience for immediate corrective actions.
• Complaint handling and ensure the resolution is provided within SLA.
• Assist Manager on Internal Audit procedures.
• Keep the SOP up to date as well as updates from regulators on PDPA, Debt Collection Act, RL, Market Conduct and other as require.
• Ensure compliance with relevant regulations and standards, including PDPA, Debt Collection Act, RL, Market Conduct and other.
• Conduct regular compliance audits and assessments to identify and mitigate risks.
• Develop and implement compliance training programs for staff.
• Monitor and report on compliance issues and ensure timely resolution.
• Conduct regular coaching sessions for further improvement.
• Prepare training materials for conducting trainings.
• Provide product, regulation and quality training and procedures to new hires and existing staffs to align with standard.
• Develop regular training programs for collectors for further improvement.
• Detect broken SOPs, service scripts, skills gaps, and address/suggest areas of improvement.
• 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 projects.
• Implement quality assurance standards and continuously optimize them according to business requirements.
• Additional Tasks: Ad-hoc projects.
• Other tasks as assigned by Manager.

Requirements

• Minimum 2 years’ experience as a QA within Debt Collection, Complaint handling or compliance field.
• Strong knowledge of banking and collection compliance.
• Strong analytical & logical thinking, and problem-solving skills.
• Strong facilitation skills.
• Strong communication and interpersonal skills.
• Effective listener to find the root cause of issues and communicate effectively.
• Mature personality and can-do attitude.
• Proactive, flexible, and ability to prioritize.
• Native-Thai speaker with a good command of English.