{"id":18063,"date":"2014-06-12T11:48:55","date_gmt":"2014-06-12T09:48:55","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=18063"},"modified":"2014-06-12T12:03:41","modified_gmt":"2014-06-12T10:03:41","slug":"collections-call-centre-vacancies-african-bank-8-positions","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/collections-call-centre-vacancies-african-bank-8-positions.html","title":{"rendered":"Collections Call Centre Vacancies at African Bank &#8211; 8 Positions"},"content":{"rendered":"<p><strong>Quality Analyst-Collections Call Centre Job Opportunities<\/strong><\/p>\n<p><strong>Job Description<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>Job Requirements<\/strong><\/p>\n<ul>\n<li>Preferred Minimum Experience<\/li>\n<li>3 years QA experience within a Call Centre environment<\/li>\n<li>Critical Competencies<\/li>\n<li>Analytical Skills and problem solving<\/li>\n<li>Planning and Organising Skills<\/li>\n<li>Influencing Skills<\/li>\n<li>Computer Literacy (Advanced Excel &amp; Basic Word)<\/li>\n<li>Communication Skills (verbal and written)<\/li>\n<li>EQ \u2013 Inter- and Intrapersonal Skills<\/li>\n<li>Listening Skills<\/li>\n<li>Attention to detail<\/li>\n<li>Negotiation skills<\/li>\n<li>Additional Competencies<\/li>\n<li>\u00a0Coaching Skills<\/li>\n<li>Knowledge and understanding of:<\/li>\n<li>Policies, procedures &amp; mandates (ABIL)<\/li>\n<li>Call Centre systems<\/li>\n<li>Computer (Advanced Excel, Power point &amp; Word)<\/li>\n<li>Behavioural Attributes<\/li>\n<li>Integrity<\/li>\n<li>Reliable<\/li>\n<li>Inquisitive and probing nature<\/li>\n<li>Result oriented<\/li>\n<li>Pro-active orientation<\/li>\n<li>Resilience<\/li>\n<li>Special Requirements<\/li>\n<li>Fluency in English and at least two South African Indigenous languages or Afrikaans<\/li>\n<li>Quality Assessment and Analysis<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Conduct call assessments:<\/strong><\/p>\n<ul>\n<li>Recorded (for assessment) and live (follow up regarding effect of remedial action)<\/li>\n<li>Evaluate compliance to set standard regarding:<\/li>\n<li>Script usage<\/li>\n<li>Process adherence<\/li>\n<li>Problem solving and negotiating skills (Pitch)<\/li>\n<li>System and product knowledge<\/li>\n<li>Professional behaviour<\/li>\n<li>Integrity of data<\/li>\n<li>Identify and record trends<\/li>\n<li>Perform on the job analysis to identify systemic opportunities to improve efficiencies and client services<\/li>\n<li>Link evaluation scores to agents KRA indicators:<\/li>\n<li>Matters worked<\/li>\n<li>Time on system<\/li>\n<li>Wrap up percentage<\/li>\n<li>PTP success rate<\/li>\n<li>Cash Collection<\/li>\n<li>Quality Rating<\/li>\n<li>Identify training needs and coaching opportunities<\/li>\n<li>Celebrate agent success<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Knowledge and understanding of:<\/strong><\/p>\n<ul>\n<li>Policies, procedures &amp; mandates (ABIL)<\/li>\n<li>Call Centre systems<\/li>\n<li>Analytical Skills<\/li>\n<li>Planning Skills<\/li>\n<li>Organising Skills<\/li>\n<li>Communication Skills (verbal and written)<\/li>\n<li>Inter- and Intrapersonal Skills<\/li>\n<li>Integrity<\/li>\n<li>Reliable<\/li>\n<li>Inquisitive and probing nature<\/li>\n<li>Pro-active orientation<\/li>\n<li>Resilience<\/li>\n<li>Root Cause analysis (broader business failures \u2013 TQM) At Agent Level<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Data analysis:<\/strong><\/p>\n<ul>\n<li>Extract relevant evaluated data<\/li>\n<li>Convert evaluated data to meaningful reports<\/li>\n<li>Consolidate findings on evaluated data<\/li>\n<li>Identify waste<\/li>\n<li>Identify underlying failures:<\/li>\n<li>HR: Training, recruitment, climate<\/li>\n<li>IT \u2013 systems<\/li>\n<li>Facilities<\/li>\n<\/ul>\n<p><strong>Business intelligence:<\/strong><\/p>\n<ul>\n<li>Provide evidence on non conformance to quality standards<\/li>\n<li>Highlight indicators that points out to performance failures<\/li>\n<li>Highlight critical success factors<\/li>\n<li>Knowledge and understanding of:<\/li>\n<li>Policies, procedures &amp; mandates (ABIL)<\/li>\n<li>Call Centre systems<\/li>\n<li>Analytical Skills and problem solving<\/li>\n<li>Computer Literacy (Advanced Excel &amp; Basic Word)<\/li>\n<li>Attention to detail<\/li>\n<li>Integrity<\/li>\n<li>Inquisitive and probing nature<\/li>\n<li>Result oriented<\/li>\n<li>Pro-active orientation<\/li>\n<li>Resilience<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><span style=\"color: #ff0000;\"><a href=\"https:\/\/joblistsouthafrica.com\/collections-call-centre-vacancies-african-bank-8-positions.html\/2\"><span style=\"color: #ff0000;\">CLICK HERE TO CONTINUE TO PAGE 2 AND APPLY ONLINE<\/span><\/a><\/span><!--nextpage--><\/p>\n<p><strong>Reporting<\/strong><\/p>\n<p>Compile individual and team reports with regards QA performance\/ assessment of business success<\/p>\n<p>Trend the information across agents and identify key common issues<\/p>\n<p>Support monthly reward and recognition programmes with relevant reporting<\/p>\n<p>Planning and Organising Skills<\/p>\n<p>Computer Literacy (Advanced Excel &amp; Word)<\/p>\n<p>Report Writing Skills<\/p>\n<p>Analytical and problem solving skills<\/p>\n<p>Communication Skills (verbal and written)<\/p>\n<p>Integrity<\/p>\n<p>Reliable<\/p>\n<p>Inquisitive and probing nature<\/p>\n<p>Result oriented<\/p>\n<p>Pro-active orientation<\/p>\n<p>Resilience<br \/>\nPartnering with Business to reduce waste<\/p>\n<p>Support QA manager in business planning process by identifying which call centre initiatives can be supported by QA team. Translate relevant initiatives<\/p>\n<p>&nbsp;<\/p>\n<p>Interact with line management as per agreed format:<\/p>\n<ul>\n<li>Adhoc for urgent real time remedial action issues, as well as celebration of successes<\/li>\n<li>Weekly for review of urgent remedial action items<\/li>\n<li>Monthly at supervisory meetings to discuss trends, underlying failures and required solutions (remedial actions)<\/li>\n<li>Support QA Manager with monthly relevant information<\/li>\n<li>Build healthy relationships with supervisors and ops managers<\/li>\n<\/ul>\n<p>Participate in remedial actions as agreed in a set of guidelines as to the role of QA:<\/p>\n<p>Provide input at Supervisory team meetings<\/p>\n<p>Support supervisors with coaching for improvement<\/p>\n<p>Coaching Skills<\/p>\n<p>&nbsp;<\/p>\n<p>Knowledge and understanding of:<\/p>\n<p>Policies, procedures &amp; mandates (ABIL)<\/p>\n<p>Call Centre systems<\/p>\n<p>Analytical Skills and problem solving<\/p>\n<p>Planning and Organising Skills<\/p>\n<p>Influencing Skills<\/p>\n<p>Computer Literacy (Advanced Excel &amp; Basic Word)<\/p>\n<p>Communication Skills (verbal and written)<\/p>\n<p>EQ \u2013 Inter- and Intrapersonal Skills<\/p>\n<p>Listening Skills<\/p>\n<p>Attention to detail<\/p>\n<p>Integrity<\/p>\n<p>Reliable<\/p>\n<p>Result oriented<\/p>\n<p>Pro-active orientation<\/p>\n<p>Resilience<\/p>\n<p>&nbsp;<\/p>\n<p><strong>How to Apply<\/strong><\/p>\n<p><a href=\"https:\/\/careers.peopleclick.eu.com\/careerscp\/client_africanbank\/external\/jobDetails.do?functionName=getJobDetail&amp;jobPostId=2738&amp;localeCode=en-us\">Click here to Apply online<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5,255],"tags":[284],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - 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