Supervisor: Training, QA and Incubation Team

2 weeks ago

Pretoria, South Africa Truworths Full time

Manage the Supervisor and Agents in the collections incubation team
- Manage and present all training of new and existing Pretoria collections staff
- Manage QA Agents in Pretoria, in line with Credit Services QA practices, and working closely with the QA Manager

**Key Responsibilities**:

- Ensure the Supervisor and Agents in the incubation collections team achieve all the relevant and agreed collections KPI benchmarks
- Ensure QA agents are fully operational and meet their daily KPI’s
- Liaise daily with the QA Manager to ensure alignment between the CPT collections QA area and the Pretoria QA collections team
- Attend all QA relevant interactions
- Develop training material for new as well as existing Collections Agents including manuals, and eLearning content.
- Plan training with the credit management team to ensure agents are able to perform to standard.
- Facilitate classroom training sessions for Pretoria collections staff including systems, soft skills and induction training
- Maintain records of training completed for SETA purposes
- Complete ad hoc training assignments in line with new business processes which require implementation.

**Qualifications and Experience**:

- At least 5 years collections supervisory experience
- Good understanding of all key collections KPI’s
- 2 to 3 years previous training experience and or exposure required
- Ability to develop training material and content
- Systems orientation - Vision knowledge ideal
- The ability to impart knowledge to learners
- A strong performance track record
- Strong administration and organisation ability
- Ability to work independently

**Competencies**:

- Deadline driven
- Self-motivated
- Self-starter

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