Quality Control Agent

2 weeks ago


Cape Town, South Africa RMV Solutions Pty Ltd Full time

PLEASE NOTE THAT ONLY CANDIDATES WITH A DEBT COUNCELLING CERTIFICATE WILL BE CONSIDERED. 

Description:

  • Quality control agents are responsible for monitoring calls based on their designated campaign, with occasional monitoring of calls from other campaigns. The main goal is to identify non-compliance, potential risks, training gaps, and coaching needs, and communicate these aspects to team leaders and managers while offering support and guidance.
  • This role involves call monitoring for the assigned subsidiary and occasional monitoring of other subsidiaries.

Duties include:

  • Call monitoring
  • Process monitoring
  • Compilation of escalations
  • Reporting trends observed on calls to management
  • Assisting with investigations into received complaints

Competencies:

  • Minimum of 2 years' experience as a Debt Counsellor
  • Active listening skills
  • Strong work ethic
  • Ability to coach and provide constructive feedback
  • Capable of working independently or in a team
  • Adaptive to change
  • Proficient in computer usage and basic Excel skills

Qualifications:

  • Matric NQF 4
  • Debt Counselling course completion essential
  • Preferably a registered Debt Counsellor




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