About this role:A Quality Oversight Officer monitors and improves all aspects pertaining to collections across the organization.
They ensureCall Centre Agents are able to provide a professional service to our debtors by continually monitoring and identifying gapswithin the current process against the set quality standards.Minimum requirements (Qualification sand Experience)Grade 12/MatricRelevant Call Centre Certificate/Diploma (addedadvantage)1-2 years' experience in a Call Centre environment2-3 years' experience in a Collections environmentCoaching and facilitation training experience (addedadvantage)Good written and verbal communicationProficiency in MS Office (Advantageous)Must be fluent in English and one additional officiallanguageProficiency in MS Office and ExcelKey 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 controlaudits.Auditing accounts by listening, evaluating and assessing call against information captured onthe Cheetah system as per the quality control sheet.Documenting quality findings and drawing up a quality plan in order to feed back to the CallCentre Agents.Presenting all training issues to the Call Centre Portfolio Manager and the Quality AssuranceManage.Preparing and planning for the specific coaching session that is required to take place with theCall Centre Agent i.e.
logistics etc.Administering quality staff files by preparing files for the Call Centre Agents who will beaudited and coached.Providing productivity reports to the Quality Manager within agreed timelines and ensure thatreports contain the following information:DateQuality Coach nameNumber of one-on-one coaching sessionsNumber of actual staff coachedWork station checklistCheetah checklistCollating call audit and coaching documents and submit to Management as and when theaudit is completed and signed ofAssisting with monthly branch evaluations, additional tasks and special projects as and whenrequired by ManagementConducting group facilitation sessions as and when requiredSkills:Coaching and development skillsConflict management skillsFacilitation skills
