Collections Call Centre Vacancies at African Bank – 8 Positions

Posted on :

12 Jun, 2014

Category :

Banking Jobs in South Africa, Call Centre Jobs in South Africa

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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