QA & Compliance Offcer: Call Centre

1 week ago


Pretoria, South Africa Ergasia Placements Full time

We are seeking a skilled Call Centre QA and Compliance Officer to join our team 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**
- 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.

**Skill Requirements**
- Ability to work and complete projects without supervision.
- Self-motivated.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Analytical approach to problem solving & solution driven strategy development.
- Critical attention to detail.
- Capable of working on multiple campaigns.
- Strategy implementation with excellent organisational skills.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Must be a critical thinker.
- For more information please contact:
**Lee-Ann Bezuidenhout


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