Quality Control Supervisor - Fintech; CS, Tele, DC

Quality Control Supervisor - Fintech (CS, Tele, DC)

Oversee and manage quality control processes to ensure operations comply with internal SOPs, company policies, and regulatory requirements (OJK / AFPI).

Monitor, evaluate, and audit operational activities (e.g., customer service, collection, or related functions).

Develop and maintain quality standards, scorecards, and performance evaluation frameworks.

Conduct quality monitoring, scoring, and calibration sessions to ensure consistent assessment standards.

Analyze quality data, identify trends, and perform root cause analysis on quality issues.

Prepare periodic QC reports and provide actionable insights and recommendations for process improvement.

Deliver coaching, feedback, and training to operational teams based on quality evaluation results.

Collaborate with Compliance, Risk, Operations, and Training teams to enhance service quality standards.

Ensure corrective actions and continuous improvement initiatives are effectively implemented.

Lead, mentor, and develop the QC team to achieve performance and quality targets.

Minimum Bachelor’s degree in a relevant field.

2–4 years of experience in QC / QA
, with at least 1 year in a supervisory or team lead role
, preferably in fintech, BNPL, lending, or collections.

Strong understanding of operational SOPs
, customer service quality standards, and financial service regulations

Leads QC operations in fintech services.

Hands‑on experience in quality monitoring, scoring, calibration, and root cause analysis
.

Strong analytical skills with the ability to interpret data and generate actionable insights.

Proficient in Microsoft Excel / Google Sheets for reporting and data analysis.

Proven leadership skills with the ability to coach, mentor, and manage a team.

Detail‑oriented, analytical, and strong problem‑solving abilities.

Excellent communication and cross‑functional collaboration skills.