Training and Quality Manager

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 Collection Training and Quality Control Manager is responsible for developing and implementing training programs for collection agents as well as ensuring the quality and compliance of collection practices. This role includes training development, conducting quality assurance audits, and facilitating continuous improvement in collection processes.

Key Responsibilities

Training Responsibilities:

• Develop, update, and deliver training programs for collection agents.
• Conduct training sessions on effective collection strategies, compliance with legal standards, and customer service excellence.
• Assess training needs through evaluations and feedback from collection agents and managers.
• Maintain detailed training records and monitor the progress and performance of trainees.
• Ensure training materials reflect current industry trends and best practices.
  
  

Quality Control Responsibilities

• Establish and execute quality control procedures to ensure compliance with internal policies and external regulations.
• Conduct regular quality assurance audits and monitor collection activities to ensure adherence to standards.
• Analyze quality control data, identify patterns, and implement improvements.
• Train collection agents on quality control standards and compliance requirements.
• Report on quality performance metrics and work with management to address areas for improvement.
  
  

Qualifications

• Bachelor's degree in Business Administration, Finance, Education, Quality Management, or a related field.
• Extensive experience in both training and quality control, preferably within the collections or financial services industry.
• Strong understanding of debt collection laws and regulations.
• Proven expertise in developing training programs and quality control protocols.
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational skills with the ability to handle multiple responsibilities.
• Proficiency in using training software and quality control tools.
  
  

Skills

• Advanced knowledge of collection techniques and quality standards.
• Exceptional public speaking and instructional skills.
• Strong analytical and problem-solving abilities.
• Leadership skills with the ability to motivate and guide team members.
• High attention to detail and commitment to accuracy.
• Technical proficiency with learning management systems (LMS) and quality control software.
  
  

Experience

• A minimum of 3 years in training and development roles and/or quality control positions within the collections industry.
• Experience in conducting audits and quality assessments.
• Demonstrated success in leading training initiatives and improving quality standards.
  
  

Work Environment

• Primarily office-based with potential travel to various sites for conducting training sessions and quality audits.
  
  

This job description provides a comprehensive overview combining both training and quality control responsibilities, ensuring potential applicants understand the dual aspects of the role.