Quality Assurance Collection - Jakarta

Company Description Agent & Co is a contact center services provider focused on helping businesses deliver better customer experiences through tailored, high-quality solutions. The company offers a range of services designed to optimize customer interactions, improve service efficiency, and enhance overall satisfaction. By partnering with clients across industries, Agent & Co works to find the best-fit contact center strategies that support business growth. More information about the company, its services, and client solutions is available on the Agent & Co website.Role Description The Quality Assurance Collection role is a full-time, on-site position based in Jakarta, Indonesia. The role is responsible for monitoring and evaluating collection calls and interactions to ensure compliance with company standards, regulatory requirements, and client expectations. Daily tasks include reviewing call recordings, assessing agent performance, identifying gaps in processes, and preparing clear assessment reports and feedback. The role also involves collaborating with team leaders to develop improvement action plans, supporting training initiatives, and contributing to quality guidelines and standard operating procedures. The Quality Assurance Collection professional will help maintain consistent quality across the contact center and support continuous improvement of collection activities.QualificationsDemonstrated skills in Quality Assurance and Quality Control within a contact center or similar operational environment.Experience with Quality Management practices, including developing and maintaining quality standards and procedures.Knowledge of Good Manufacturing Practice (GMP) or comparable compliance frameworks, and the ability to apply structured guidelines to service operations.Ability to perform Quality Auditing, including call evaluations, documentation reviews, and reporting of findings.Strong analytical and problem-solving skills, with attention to detail and accuracy in assessments.Effective communication skills, including the ability to deliver clear, constructive feedback to team members and stakeholders.Comfort working with call monitoring tools, CRM systems, and reporting software; proficiency in basic office applications.Prior experience in collection, customer service, or contact center quality assurance is highly beneficial.