Quality Assurance Agent

4 days ago

Randburg, South Africa Shapiro Shaik Defries and Associates Full time

**JOB PURPOSE**:
The QA Agent is responsible for monitoring and assessing the calls of Debt Collection Agents to ensure compliance with company policies, legal regulations, and client service level agreements, aiming to maintain a positive customer experience while maximising debt recovery rates.

**QUALIFICATIONS & EXPERIENCE REQUIRED**:

- Matric qualification is mandatory.
- Related tertiary qualification is preferred.
- Minimum of 2 years’ experience in a Quality Assurance role within a Debt Collections Call Center with over 100 Agents.
- In-depth understanding and knowledge of debt collection business requirements as well as client requirements.
- Working knowledge of debt collection regulations and compliance requirements such as the Debt Collection Act (DCA), National Credit Act (NCA), and Protectional of Personal Information Act (POPIA).

**KEY RESPONSIBILITIES**
- Assess recorded calls ensuring that Agents adhere to call scripts and are compliant.
- Ensure that call processes align with company policies, industry regulations, and client requirements.
- Investigate customer and client complaints and non-conformance issues.
- Evaluate audit findings and implement appropriate corrective actions.
- Evaluate product or service quality through manual or automated testing.
- Identify non-compliance issues and provide actionable feedback.
- Document recurring issues and suggest improvements to leadership.
- Collaborate with teams to develop corrective actions.
- Suggest process enhancements to improve quality and efficiency of calls.
- Provide feedback to Training Department and Operations Managers on how to improve performance or outputs.
- Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management.

**COMPETENCIES & SKILLS REQUIRED**:

- Ability to function within inter-departments.
- Ability to provide constructive feedback in a positive and professional manner.
- Ability to work under pressure.
- Strong analytical skills with attention to detail.
- Excellent communication and interpersonal skills.
- Excellent organisational, planning and time management skills.
- Positive, energetic attitude with a self-driven approach.
- Strong ability to investigate customer complaints and non-conformance issues.
- Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.
- Strong verbal, written, listening and interpersonal communication skills.
- Strong teamwork and collaboration skills.

**Job Type**: Temporary
Contract length: 3 months

Pay: From R8 500,00 per month

Application Question(s):

- What is your current/most recent basic salary received per month?
- What is your expected basic salary?
- How many years of experience do you have as a QA Agent in a Call Centre?
- How many years of experience do you have in a Debt Collection Call Centre?

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