Quality Assurance Specialist

4 days ago

Cape Town, South Africa Ver-Tex Solutions Full time

We are seeking a **highly skilled** Quality Assurance Specialist in the Debt Collections environment to uphold superior debtor interaction standards, ensure compliance with policies and regulations, and drive performance excellence through continuous improvement initiatives.

**Duties and Responsibilities**:

- **Monitor and Evaluate Calls**: Assess inbound and outbound calls to ensure compliance with company quality standards and enhance the overall debtor experience.
- **Provide Feedback**: Deliver actionable and constructive feedback to leadership to coach, develop and train and collaborate cross function.
- **Develop QA Tools**:Create and maintain quality assurance scorecards and evaluation forms to ensure consistent performance assessments.
- **Collaborate with Leadership**:Work closely with team leaders and managers to identify training requirements and areas for performance improvement.
- **Analyze Data and Trends**:Review debtor feedback and call performance data to identify patterns, highlight opportunities for improvement, and implement corrective measures.
- **Ensure Compliance**:Uphold company policies, procedures, and industry regulations to maintain high operational standards.
- **Report Findings**:Prepare and present regular reports on quality assurance metrics, trends, and progress to the leadership team.

**Qualifications and Experience**:

- Proven 2 years experience as a QA Specialist within a Debt Collections Call Centre with over 50 agents.
- Excellent analytical skills with attention to detail and problem solving skills.
- Excellent communication and interpersonal skills.
- Ability to provide constructive feedback in a positive and professional manner.
- Strong organizational and time-management skills.
- Knowledge of Debtor service best practices and industry standards.
- Ability to work in a fast-pasting environment and prioritize multiple task.
- Proficiency in MS Office and Call Centre software.

Pay: R8 500,00 - R12 500,00 per month

Work Location: In person

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