Quality Control Agent

Our client is in search of meticulous Quality Control Agents. Successful candidates will be responsible for call monitoring specific to their designated campaign and may occasionally need to oversee calls across various campaigns. The primary objective of call monitoring is to pinpoint instances of non-compliance, potential risks, training deficiencies, and coaching requirements. Quality control agents are expected to relay these findings to relevant team leaders and managers while offering assistance and guidance. The position involves call monitoring within the assigned subsidiary, with occasional monitoring duties extending to other subsidiaries. Duties/Responsibilities Conducting call monitoring Monitoring processes Compiling escalations Reporting trends observed during calls to management. Contributing to investigations concerning received complaints. Requirements Competencies: Minimum 1-2 years of experience in Debt Review Sales Proficient in active listening Strong work ethic Ability to coach and deliver constructive feedback Capable of working autonomously or collaboratively Adaptive to change Proficiency in computer skills, including basic Excel knowledge Qualifications: Matric NQF 4 essential Candidates with industry qualifications/certifications will receive preference Working Hours: 08:00 am - 05:00 pm