Quality Oversight Officer

Business Capital Group

  • Johannesburg, Gauteng
  • Permanent
  • Full-time
  • 11 days ago
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 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: * 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 whenrequired by Management * Conducting group facilitation sessions as and when requiredSkills: * Coaching and development skills
  • Conflict management skills
  • Facilitation skills

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