Responsibilities

• Support the QA lead in the onboarding of new staff
• Support the QA lead in preparing training materials
• Stand in for QA lead in their absence
• Owning the QA process to support the delivery of good customer experience and uphold brand values
• Monitor live calls using the dialer system to ensure collection best practices are upheld
• Formulate/seek updates on the standard QA form to meet changing negotiation needs and collection related updates
• Offer coaching to team members with poor negotiation skills/poor call handling practices
• Performs mock calls with new hires post-training to determine readiness for moving into collection
• Regularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunities
• Come up with negotiation training materials. This also requires regular updates and taking the team through the same after roll out
• Provide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agents
• Come up with weekly and monthly QA reports for the teams
• Use Call Center tools (QA form, Tracker etc.) to gather data and analyze trends or patterns affecting quality
• Investigate and validate customer complaints relating to collection calls
• Liaise with partners CS QA if necessary, to ensure speedy investigations
• Supporting the team on strategies to boost the daily collections
• Audit the implementation of feedback given to agents to ensure total compliance
• Any other duties assigned on a need basis

Qualifications

• Minimum 1 year call center experience
• Excellent verbal, written, communication and interpersonal skills
• Outstanding customer service skills
• Exceptional listening and analytical skills
• Attention to detail with the ability to detect inconsistencies
• Must be able to effectively deal with people at all levels within and outside the company
• Ability to work under pressure
• Ability to prioritize work and good time management skills
• Diploma from any recognized college