Qa Officer - Debt Collection

Cartrack; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a world-leading smart mobility tech company as a seasoned QA Agent in Johannesburg! This exciting role involves assessing call quality, conducting coaching sessions, and providing valuable feedback to enhance agent performance. You'll play a crucial role in maintaining compliance and improving service quality within the Debt Collection department. If you're proactive, detail-oriented, and have a passion for quality assurance, this is the perfect opportunity to advance your career in a dynamic environment.

Qualifications

• 2+ years experience in call center quality assurance or related roles.
• Strong planning and organizational skills with attention to detail.

Responsibilities

• Assess call quality and provide feedback to improve agent performance.
• Conduct coaching sessions and maintain scorecards for assessments.

Skills

Call Center Quality Assurance

Coaching

Data Analytics

Effective Communication

Attention to Detail

Administration Skills

Education

Matric

Job description

We're a world-leading smart mobility tech company with over 1,000,000 subscribers across 23 countries, and we're looking for seasoned QA Agents to join our team in our head office in Rosebank! An exciting opportunity exists for experienced QA Agents to join our team.

Key Responsibilities

1. Assess call quality and behaviour for Call Centre Agents in the Debt Collection department by listening to live and recorded calls.
2. Conduct coaching sessions to improve agents' performance, compliance, and legislative adherence.
3. Create scorecards providing accurate feedback.
4. Listen to and assess calls.
5. Provide accurate feedback.
6. Report on trends or patterns occurring.
7. Filter information regarding non-compliance to the Team Leader.
8. Document and maintain scorecards for all assessments conducted.
9. Ensure the quantity and quality of calls listened to meet targets.
10. Perform random call audits when required.

Minimum Requirements

• Matric (Completed).
• Hands-on experience in call center quality assurance or related roles.
• At least 2 years' experience as a Quality Assurance Agent in debt collection.
• Coaching experience within a contact centre.
• Data analytics and reporting experience.
• Strong administration skills and high attention to detail.
• Effective communication skills at all levels.
• Proactive, punctual, and reliable.
• Well-presented and articulate.
• Ability to work effectively in various situations.
• Strong planning and organisational skills.
• Understanding of confidentiality importance.
• Ability to provide concise, well-written feedback.
• Deadline-oriented with the ability to work under pressure.