Quality Oversight Officer

Durban, KwaZulu-Natal
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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