Quality Assurance
5 months ago
**Gauteng**, PTA - East**
**R 12000 - R 12000 Monthly Cost To Company**
We are seeking a skilled and experience Call Centre QA and Compliance Officer to join a legal firm based in Pretoria East.
Use your 4-5 years of experience in legal collections or banking, AJS proficiency, and advanced Excel skills to maintain unwavering quality and compliance standards in our vibrant Call Centre environment.
**Minimum Requirements**
Grade 12.
4-5 years’ experience in a QA/Compliance role in the collections or banking environment.
AJS experience is essential.
Advanced Excel is essential.
Good understanding of DebiCheck will be beneficial.
**Experience Required / Duties**
Monitor process implementation.
Ensure that quality & compliance standards within the call centre are consistently met.
Responsible for agent communication and training, quality assurance as well as regular briefings with senior management on the progress of the call centre agents training & work done.
Ensure compliance with the department's quality systems & processes.
Evaluate daily feedback, queries, agent productivity and skills analysis on calls.
Develop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centre.
Ensure campaign KPIs are met regarding quality standards.
Upskill call centre staff.
Provide weekly quality assurance reports to upper management.
Ensure on-going optimisation across all campaigns within the department.
Manage teams, coaching and training sessions.
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