Qa Officer

Listing reference: cartr_000540
Listing status: Online
Apply by: 27 September 2024


Position summary
Industry: Call Centre Industry
Job category: Sales Assistant
Location: Johannesburg
Contract: Permanent
EE position: No


Introduction
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!


Job description
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 feedback
Listening to and assessing calls
Provide accurate feedback
Report on any trends or patterns that may be occurring
Filter information regarding non-compliance to Team Leader
Document and maintain scorecard on all assessments conducted
Ensure that you meet quantity and quality of calls listened to
Random call audits when required



Minimum requirements

Matric (Completed)
Hands-on experience working in call center quality assurance or related roles.
Coaching Experience within contact Centre
Data Analytics/ Reporting experience & exposure
QA within debt collection space
Strong administration skills and high attention to detail
Ability to communicate on all levels
Proactive, punctual, and reliable
Well-presented and well spoken
Works effectively within a variety of situations
Planning and organisational skills
Understands the importance of confidentiality
Ability to provide concise, well written feedback
Excellent listening skills
Deadline oriented and ability to work well under pressure



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