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บริษัท คาร์ด เอกซ์ จำกัด

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Jan 8, 2025

QA and Compliance Officer (Debt Collection)

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Chatuchak, Bangkok

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Job Descriptions
Job Description: • Regular call monitoring (Inhouse & ECA) to assess call quality. • Provide clear insight to performance drivers and the levers which impact performance. • Give recommendations and feedback for process improvements based on call monitoring assessment results. • Track errors & report the most common problems to take corrective actions in proper time manner. • Escalate all zero-tolerance cases severely impacting the customer experience for immediate corrective actions. • Complaint handling and ensure the resolution is provided within SLA. • Assist Manager on Internal Audit procedures. • Keep the SOP up to date as well as updates from regulators on PDPA, Debt Collection Act, RL, Market Conduct and other as require. • Ensure compliance with relevant regulations and standards, including PDPA, Debt Collection Act, RL, Market Conduct and other. • Conduct regular compliance audits and assessments to identify and mitigate risks. • Develop and implement compliance training programs for staff. • Monitor and report on compliance issues and ensure timely resolution. • Conduct regular coaching sessions for further improvement. Training & Coaching: • Prepare training materials for conducting trainings. • Provide product, regulation and quality training and procedures to new hires and existing staffs to align with standard. • Develop regular training programs for collectors for further improvement. • Detect broken SOPs, service scripts, skills gaps, and address/suggest areas of improvement. • Assess agent behavior, counsel, and coach them to enable knowledge retention, good behaviors & skills practices, and reduce negative customer experience. • Lead innovation and continuous improvement in quality improvement projects. • Implement quality assurance standards and continuously optimize them according to business requirements. • Additional Tasks: Ad-hoc projects. • Other tasks as assigned by Manager.
Qualifications
  1. Minimum 2 years’ experience as a QA within Debt Collection, Complaint handling or compliance field.
  2. Strong knowledge of banking and collection compliance.
  3. Strong analytical & logical thinking, and problem-solving skills.
  4. Strong facilitation skills.
  5. Effective listener to find the root cause of issues and communicate effectively
  6. Mature personality and can-do attitude.
  7. Proactive, flexible, and ability to prioritize.
  8. Native-Thai speaker with a good command of English.
Contacts
Khun Gun Worakoop
บริษัท คาร์ด เอกซ์ จำกัด
9 ถนนรัชดาภิเษก
Chatuchak Chatuchak Bangkok 10900
Tel. : 080-206-9622
Email : hrcardx_02@trustmail.jobthai.com (Email for job application & inquiry)
Website : https://www.cardx.co.th/
Location
Chatuchak Chatuchak Bangkok
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