Senior Quality Assessor

MacRobert Inc is looking for a professional Quality Assurance Assessor for our Financial Recoveries division in Pretoria.
The QA will be responsible for the continuous measurement and quality control of our Credit Consultants' performance, assess the quality and depth of their customer interactions.
Duties and responsibilities: Conduct call assessmentsEnsure compliance with the firm's quality systems and processesProvide daily feedback to the Quality Assessor Manager to ensure client complianceDevelop and maintain thorough knowledge and understanding of firm's products, including performance requirements of Financial Recoveries DivisionEnsure campaign KPIs are met in terms of required quality standardsTo enhance the customer experience by quality assessing all call centre interactionsContinuously upskill quality assurance personnel and agentsCoach and train staff to improve compliance, processes and systems.Ensure calls meet company requirementsRequirements Excellent communication skills and able to communicate professionally and with discretionSelf-motivated and able to work without supervision, but also in a team environmentStrong focus on attention to detailStrong problem-solving skillsStrong knowledge of client care processes and techniquesQualifications & Experience: MatricMinimum of 3 Years' Experience in Quality Assurance in Debt Collection EnvironmentMS Excel advanced proficiencyComputer literacy at an advanced level
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