Quality Oversight Officer

Recruiter:

Business Capital Group

Job Ref:

256942457

Date posted:

Monday, May 26, 2025

Location:

Johannesburg, South Africa

SUMMARY:
-

POSITION INFO:

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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