22 Sep 2022

Call Quality Assurance Team Leader at Absa Bank Limited

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Job Description

Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.

Job Purpose:

Responsible for carrying out call evaluations and training for the collections and recoveries agents to ensure a standard of high performance is maintained.

Key Accountabilities:

  • Ensure call evaluation is done for all collection agents and reports on the same are generated and circulated every end of month
  • Support team leaders through continuous training and feedback provision
  • Facilitate and deliver loan orientation and induction training for new entrants on collections process, procedures, and system usage with emphasis on basic collection skills.
  • Participating in meetings to address training concerns.
  • Identifying training gaps for the team and implementing the necessary
  • Maintain and review data base on trainings carried out.
  • Maintain updated coaching records in conjunction with team leaders.
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  • supporting all new collection initiatives and implementations by ensuring proper training


Education and experience required

  • University degree or equivalent professional qualification
  •  Bank and individual business unit strategies and policies
  • Prior Experience in Collections & Recoveries

Knowledge and skills: (Maximum of 6)

  •  Training, coaching and Presentation skills
  • People Management
  • Relationship management skills
  • Debt Collection and Recovery skills
  • Team working and Interpersonal skills
  • Inspiring and persuading others

Competencies: (Maximum of 8 competencies)

  • Thorough knowledge of collection processes and procedures.
  • Thorough knowledge of collection systems.
  • Knowledge of the bank’s general credit policies.
  • Good computer skills and ability to learn new software/applications quickly

Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 28 September. 2022


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