MacRobert Inc is looking for a professional Quality Assurance Assessor for our Financial Recoveries division in Pretoria.
The QA will be responsible for the continuous measurement and quality control of our Credit Consultants’ performance, assessing the quality and depth of their customer interactions.
Duties And Responsibilities
- Conduct call assessments
- Ensure compliance with the firm's quality systems and processes
- Provide daily feedback to the Quality Assessor Manager to ensure client compliance
- Develop and maintain thorough knowledge and understanding of the firm’s products, including performance requirements of the Financial Recoveries Division
- Ensure campaign KPIs are met in terms of required quality standards
- Enhance the customer experience by quality assessing all call centre interactions
- Continuously upskill quality assurance personnel and agents
- Coach and train staff to improve compliance, processes, and systems
- Ensure calls meet company requirements
Requirements - Excellent communication skills and able to communicate professionally and with discretion
- Self-motivated and able to work without supervision, but also in a team environment
- Strong focus on attention to detail
- Strong problem-solving skills
- Strong knowledge of client care processes and techniques
Qualifications & Experience - Matric
- Minimum of 3 Years' Experience in Quality Assurance in a Debt Collection Environment
- MS Excel advanced proficiency
- Computer literacy at an advanced level
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