Atome-QA Analyst

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
• Atome Card: A paylater anywhere card.
• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
  
  

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders
  
  

Job Description

The Collections Quality Analyst is responsible for ensuring the quality and effectiveness of the collections process. This role involves monitoring and evaluating the performance of collections agents, identifying areas for improvement, and implementing strategies to enhance the overall efficiency and compliance of the collections department.

Key Responsibilities

• Quality Monitoring: Regularly monitor and evaluate collections calls and interactions to ensure adherence to company policies, procedures, and regulatory requirements.
• Performance Analysis: Analyze performance metrics and provide feedback to collections agents to improve their effectiveness and efficiency.
• Customer Service: Work closely with the customer service team to resolve escalated issues and ensure a positive customer experience.
• Training and Development: Develop and deliver training programs to enhance the skills and knowledge of collections agents.
• Compliance: Ensure all collections activities comply with relevant laws and regulations, including data protection and privacy standards.
• Reporting: Prepare and present reports on quality metrics, agent performance, and compliance issues to management.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance the collections process.
  
  

Requirements

• Education: Bachelor’s degree in Finance, Business Administration, or a related field.
• Experience: Minimum of 3 years of experience in collections, with at least 1 year in a quality assurance role.
• Skills:
  
  

○ Strong analytical and problem-solving skills.

○ Excellent communication and interpersonal skills.

○ Proficiency in using collections software and Microsoft Office Suite.

○ Knowledge of relevant laws and regulations related to collections.

○ Ability to work independently and as part of a team.

○ Working Conditions: Hybrid work arrangement, Holidays and Weekends off