Quality Control Agent
4 weeks ago
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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