Job Description:

  • Regularly conduct random checks, provide feedback to agents from Quality Assurance results and proposed solutions to supervisors.
  • Identify the agent's pain-points and provide suggestions to simplify processes and optimize performance.
  • Identify training needs and organize training interventions to meet quality standards.
  • Coordinate and support on-site audits conducted by internal/external providers. Evaluate audit findings and implement appropriate corrective actions.
  • Standardize all documents and SOP training for the Payment & Reconciliation team. Make sure all SOP is documented and easily to understand
  • Prepare and distribute training aids such as instructional material, handouts, evaluation forms and make presentations when necessary
  • Working with relevant team to align SOP that involved Payment & Reconciliation team
  • Other tasks as assigned by line manager


  • At least 1 year-experience in audit/business administration/ finance/ banking/ accounting.
  • Good at communication and problem solving.
  • Good at microsoft office such as: excel, power point 
  • Work independently and proactively take on new responsibilities where most needed.
  • Ability to multitask and perform in a constantly changing environment.
  • Humble and willing to learn every day

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