Quality Oversight Officer

SUMMARY:
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POSITION INFO:

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 Excel

Key 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 control
  audits.
• Auditing accounts by listening, evaluating and assessing call against information captured on
  the Cheetah system as per the quality control sheet.
• Documenting quality findings and drawing up a quality plan in order to feed back to the Call
  Centre Agents.
• Presenting all training issues to the Call Centre Portfolio Manager and the Quality Assurance
  Manage.
• Preparing and planning for the specific coaching session that is required to take place with the
  Call Centre Agent i.e. logistics etc.
• Administering quality staff files by preparing files for the Call Centre Agents who will be
  audited and coached.
• Providing productivity reports to the Quality Manager within agreed timelines and ensure that
  reports 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 when
  required by Management
• Conducting group facilitation sessions as and when required
  Skills:
• Coaching and development skills
• Conflict management skills
• Facilitation skills