Quality Oversight Officer - Principal

A Quality Oversight Officer monitors and improves all aspects pertaining to collections across the organisation. 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.
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 calls
• Documenting quality findings and drawing up a quality plan
• Solving for training concerns identified
• Plan and conduct and record coaching session
• Prepare productivity reports
• Document and present call audits to Management
• Conduct branch evaluations and special projects as and when required by Management
Minimum Requirements
• Group facilitation
• Grade 12/ Matric
• Relevant Call Centre Certificate/Diploma (added advantage)
• Coaching and facilitation training experience (added advantage)


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