QA Supervisor (Collections)

About Atome FinancialHeadquartered 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 LinkedIns 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 brandsAtome 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 bordersKey ResponsibilitiesSupervise and support the QA team assigned to collections.Oversee daily/weekly audits of collection calls, chats, and emails.Ensure compliance with regulatory guidelines, company policies, and collections standards.Provide feedback and coaching to QA analysts to ensure consistency and accuracy.Collaborate with Collections Supervisors and Trainers to address recurring errors and knowledge gaps.Generate and present QA reports highlighting trends, performance, and opportunities for improvement.Recommend process enhancements and corrective actions to improve collection efficiency and reduce complaints.Participate in calibration sessions to ensure aligned audit standards across QA and operations.Conduct root cause analysis of high-risk errors or escalated complaints.Lead refresher trainings or policy reinforcement sessions in collaboration with Training.Handle ad hoc tasks and special projects assigned by management.QualificationsMinimum of 23 years experience in collections, with at least 1 year in QA or supervisory role.Strong knowledge of collections processes, compliance regulations, and QA methodologies.Excellent communication, leadership, and coaching skills.Proficiency in QA tools, reporting systems, and MS Office/Excel.Strong analytical and problem-solving abilities.Ability to work under pressure and manage multiple priorities.