Manage the daily operation, maintenance, and basic configuration of quality inspection systems, including intelligent voice quality inspection platforms, rule engines, scoring rules, and keyword libraries.
Perform data labeling, calibration, and validation of voice and text data to support AI model training and improve recognition accuracy.
Develop, update, manage, and publish Standard Operating Procedures (SOPs) for telemarketing, customer service, and debt collection processes.
Conduct specialized quality inspections for key business issues, risk events, or new rule implementations, and deliver data analysis, visual reports, and actionable insights.
Collaborate closely with customer service, collection, telemarketing, product, technology, and training teams to ensure issue resolution and continuous process improvement.
Requirements
Bachelor's degree or above, preferably in statistics, computer science, finance, management, or related fields.
13 years of experience in fintech, consumer finance, banking, or call center environments, with exposure to quality inspection, operations analysis, or data annotation; experience in lending or credit businesses is a plus.
Strong understanding of end-to-end loan facilitation processes, including telemarketing compliance, customer service standards, and collection practices.
Proficient in Excel (pivot tables, formulas, charts) with basic SQL query skills; experience with intelligent QC systems, CRM, or BI tools is preferred.
Strong analytical and logical thinking skills, detail-oriented, responsible, and highly aware of compliance requirements, with effective cross-functional communication abilities.
Experience in QC rule configuration, SOP development, knowledge of OJK/AFPI regulations, and basic proficiency in Chinese, Indonesian, or English are considered advantages.
