Quality Oversight Officer

Business Capital GroupDurban, South Africa

30+ days ago

Job description

About this role :

A Quality Oversight Officer monitors and improves all aspects pertaining to collections across the organization. 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.

Minimum requirements (Qualification sand Experience)

Grade 12 / Matric
Relevant Call Centre Certificate / Diploma (added

advantage)

1-2 years’ experience in a Call Centre environment

2-3 years’ experience in a Collections environment

Coaching and facilitation training experience (added

advantage)

Good written and verbal communication

Proficiency in MS Office (Advantageous)

Must be fluent in English and one additional official

language

Proficiency in MS Office and Excel

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 call against information captured on

the Cheetah system as per the quality control sheet.

Documenting quality findings and drawing up a quality plan in order to feed back to the Call

Centre Agents.

Presenting all training issues to the Call Centre Portfolio Manager and the Quality Assurance

Manage.

Preparing and planning for the specific coaching session that is required to take place with the

Call Centre Agent i.e. logistics etc.

Administering quality staff files by preparing files for the Call Centre Agents who will be

audited and coached.

Providing productivity reports to the Quality Manager within agreed timelines and ensure that

reports contain the following information :

Date

Quality Coach name

Number of one-on-one coaching sessions

Number of actual staff coached

Work station checklist

Cheetah checklist

Collating call audit and coaching documents and submit to Management as and when the

audit is completed and signed of

Assisting with monthly branch evaluations, additional tasks and special projects as and when

required by Management

Conducting group facilitation sessions as and when required

Skills :

Coaching and development skills

Conflict management skills

Facilitation skills

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Quality Officer • Durban, South Africa

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