Qa Officer - Debt Collection

We're a world-leading smart mobility tech company with over 1,200,000 subscribers across 23 countries, and we're looking for seasoned QA Agents to join our team in our head office in Rosebank!
An exciting opportunity exists for seasoned QA Agents to join our team. Key responsibilities include assessing call quality and behaviour for Call Centre Agents in the Debt Collection department by listening to live and recorded calls. You will also conduct necessary coaching with the aim to improve agents' performance, compliance, and legislative requirements. This is a role where your 2 years' experience as a Quality Assurance Agent in debt collection will be valued.
DUTIES AND RESPONSIBILITIES Create scorecards providing accurate feedbackListening to and assessing callsProvide accurate feedbackReport on any trends or patterns that may be occurringFilter information regarding non-compliance to Team LeaderDocument and maintain scorecard on all assessments conductedEnsure that you meet quantity and quality of calls listened toRandom call audits when requiredMatric (Completed)Hands-on experience working in call center quality assurance or related rolesCoaching experience within contact CentreData analytics/reporting experience & exposureQA within debt collection spaceStrong administration skills and high attention to detailAbility to communicate on all levelsProactive, punctual, and reliableWell-presented and well-spokenWorks effectively within a variety of situationsPlanning and organisational skillsUnderstands the importance of confidentialityAbility to provide concise, well-written feedbackDeadline-oriented and ability to work well under pressure
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