Quality Oversight Officer
About this role:
A Quality Assurance Agent monitors and improves all aspects pertaining to collections across the organisation. They ensure Call Centre Agents are able to provide a professional service to our debtors by continually monitoring and identifying gaps within the current process against the set quality standards.
Key Responsibilities:
- Monitoring and improving all aspects pertaining to collections across the organisation i.e. collections processes, systems, training and information
- Managing the quality control of Call Centre Agents per month by conducting quality control audits
- Auditing accounts by listening, evaluating and assessing calls
- Documenting quality findings and drawing up a quality plan
- Solving for training concerns identified
- Plan and conduct and record coaching session
- Prepare productivity reports
- Document and present call audits to Management
- Conduct branch evaluations and special projects as and when required by Management
- Group facilitation
Minimum requirements (Qualifications and Experience)
- Grade 12/ Matric
- Relevant Call Centre Certificate/Diploma (added advantage)
- Coaching and facilitation training experience (added advantage)
- 1-2 years’ experience in a Call Centre environment
- 2-3 years’ experience in a Collections environment
- Must be fluent in English and one additional official language
- Good written and verbal communication
- Proficiency in MS Office package
Behavioural Competencies (Desirable)
- Communication skills
- Report writing
- Initiative
- Results driven
- Coaching and development skills
- Conflict management skills
- Facilitation skills
- Assertive
- Service orientated
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