Quality Control Agent (Compliance Department)

Job Description PLEASE NOTE THAT ONLY CANDIDATES WITH A DEBT COUNCELLING CERTIFICATE WILL BE CONSIDERED.  Description: Quality control agents are responsible for monitoring calls based on their designated campaign, with occasional monitoring of calls from other campaigns. The main goal is to identify non-compliance, potential risks, training gaps, and coaching needs, and communicate these aspects to team leaders and managers while offering support and guidance. This role involves call monitoring for the assigned subsidiary and occasional monitoring of other subsidiaries. Duties include: Call monitoring Process monitoring Compilation of escalations Reporting trends observed on calls to management Assisting with investigations into received complaints Competencies: Minimum of 2 years experience as a Debt Counsellor Active listening skills Strong work ethic Ability to coach and provide constructive feedback Capable of working independently or in a team Adaptive to change Proficient in computer usage and basic Excel skills Qualifications: Matric NQF 4 Debt Counselling course completion essential Preferably a registered Debt Counsellor