SUMMARY:
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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
