Collections Quality Analyst
Atome
Date: 1 day ago
City: Mandaluyong City
Contract type: Full time
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:
Department: Collections Department
Key Responsibilities
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).
- 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
Department: Collections Department
Key Responsibilities
- Monitor and evaluate calls and other customer interactions to ensure compliance with quality standards.
- Provide feedback and coaching to agents to drive performance improvement.
- Create and maintain QA reports and trackers to monitor quality metrics and trends.
- Identify process gaps and recommend improvements based on audit findings.
- Conduct calibration sessions with team leads, trainers, and operations to ensure alignment in quality standards.
- Collaborate with cross-functional teams (Operations, Risk, Training) for process improvement.
- Document and maintain QA guidelines, criteria, and scoring sheets.
- Proven experience as a Quality Analyst, preferably in banking or financial services.
- Strong understanding of quality assurance methodologies and audit tools.
- Strong analytical and problem-solving skills.
- Ability to give constructive feedback professionally.
- High attention to detail and accuracy.
- Comfortable working with data and reports.
- Background in customer service is preferred.
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