Collections Call Centre Vacancies at African Bank – 8 Positions

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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