Quality Analyst-Collections Call Centre Job Opportunities
Job Description
To measure the success of the call centre operation by means of a quality approach that monitors call centre activities in the context of agreed standards and identifies individual and systemic failures plus success.
Job Requirements
- Preferred Minimum Experience
- 3 years QA experience within a Call Centre environment
- Critical Competencies
- Analytical Skills and problem solving
- Planning and Organising Skills
- Influencing Skills
- Computer Literacy (Advanced Excel & Basic Word)
- Communication Skills (verbal and written)
- EQ – Inter- and Intrapersonal Skills
- Listening Skills
- Attention to detail
- Negotiation skills
- Additional Competencies
- Coaching Skills
- Knowledge and understanding of:
- Policies, procedures & mandates (ABIL)
- Call Centre systems
- Computer (Advanced Excel, Power point & Word)
- Behavioural Attributes
- Integrity
- Reliable
- Inquisitive and probing nature
- Result oriented
- Pro-active orientation
- Resilience
- Special Requirements
- Fluency in English and at least two South African Indigenous languages or Afrikaans
- Quality Assessment and Analysis
Conduct call assessments:
- Recorded (for assessment) and live (follow up regarding effect of remedial action)
- Evaluate compliance to set standard regarding:
- Script usage
- Process adherence
- Problem solving and negotiating skills (Pitch)
- System and product knowledge
- Professional behaviour
- Integrity of data
- Identify and record trends
- Perform on the job analysis to identify systemic opportunities to improve efficiencies and client services
- Link evaluation scores to agents KRA indicators:
- Matters worked
- Time on system
- Wrap up percentage
- PTP success rate
- Cash Collection
- Quality Rating
- Identify training needs and coaching opportunities
- Celebrate agent success
Knowledge and understanding of:
- Policies, procedures & mandates (ABIL)
- Call Centre systems
- Analytical Skills
- Planning Skills
- Organising Skills
- Communication Skills (verbal and written)
- Inter- and Intrapersonal Skills
- Integrity
- Reliable
- Inquisitive and probing nature
- Pro-active orientation
- Resilience
- Root Cause analysis (broader business failures – TQM) At Agent Level
Data analysis:
- Extract relevant evaluated data
- Convert evaluated data to meaningful reports
- Consolidate findings on evaluated data
- Identify waste
- Identify underlying failures:
- HR: Training, recruitment, climate
- IT – systems
- Facilities
Business intelligence:
- Provide evidence on non conformance to quality standards
- Highlight indicators that points out to performance failures
- Highlight critical success factors
- Knowledge and understanding of:
- Policies, procedures & mandates (ABIL)
- Call Centre systems
- Analytical Skills and problem solving
- Computer Literacy (Advanced Excel & Basic Word)
- Attention to detail
- Integrity
- Inquisitive and probing nature
- Result oriented
- Pro-active orientation
- Resilience
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